Cisco Cisco IPCC Web Option Technical References
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Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 1 Introduction
Major Tables
The Trunk table contains one row for each logical line coming in to a switch. Each individual trunk is a
member of a trunk group. The Trunk Group contains one row for each trunk group. Each trunk group is
associated with a specific peripheral.
member of a trunk group. The Trunk Group contains one row for each trunk group. Each trunk group is
associated with a specific peripheral.
A routing client views the trunks associated with a peripheral as divided into groups. However, the
groups recognized by the routing client might be different that the groups used by the peripheral. A
network trunk group is a collection of one or more individual trunk groups. In fact, a single network trunk
group may contain trunks from more than one peripheral (although all the peripherals must be associated
with a single PG). The Network Trunk Group table contains one row for each network trunk group.
groups recognized by the routing client might be different that the groups used by the peripheral. A
network trunk group is a collection of one or more individual trunk groups. In fact, a single network trunk
group may contain trunks from more than one peripheral (although all the peripherals must be associated
with a single PG). The Network Trunk Group table contains one row for each network trunk group.
Skill Target Data
A skill target is an agent, a group of agents, or an abstraction for anything that can handle a call at a
peripheral. Agents are the people who handle calls. Each peripheral can have many associated agents.
peripheral. Agents are the people who handle calls. Each peripheral can have many associated agents.
Agents can be classified into groups based on the skills they have. These skill groups can be classified
based on what services they can provide to customers.
based on what services they can provide to customers.
shows the major tables in this category.
Figure 1-6
Skill Target Data
The Skill Target table maintains a unique identifier for each skill target. The Skill Group Member table
maps agents to skill groups. The Service Member table maps skill groups to services.
maps agents to skill groups. The Service Member table maps skill groups to services.
A translation route is a dummy destination for a call. Calls sent to a translation route are held until
further information arrives from the Central Controller. Then the call is directed to its ultimate target.
The Translation Route table contains one row for each translation route.
further information arrives from the Central Controller. Then the call is directed to its ultimate target.
The Translation Route table contains one row for each translation route.
A skill group is a collection of agents who share a common set of skills. The members of a skill group
might belong to different administrative groups, but must be associated with a single peripheral. Each
agent can be a member of zero, one, or more skill groups.
might belong to different administrative groups, but must be associated with a single peripheral. Each
agent can be a member of zero, one, or more skill groups.