Cisco Cisco Customer Voice Portal 8.0(1)

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These tables support Courtesy Callback functionality.

Since this data is of an OLTP nature, it is retained in its own database, the callback database.

When the caller registers a request for a callback, that request is stored in the 

.

A row is placed into the 

 for the call to manage timing and

sequencing of calls.

Events that occur during the callback are registered in the 

. This

information can be retrieved using the following query:

SELECT Callback.*, CallbackContext.*, CallBackEvent.*,

       CallBackQueue.*

  FROM Callback, CallbackContext, CallBackEvent,

       CallBackQueue

 WHERE CallBack.CallGuid= CallGuid

   AND CallBack.SurrogateID=CallBackEvent.SurrogateID

   AND CallBack.SurrogateID=CallBackContext.SurrogateID

   AND CallBack.SurrogateID=CallBackQueue.SurrogateID;

Where CallGuid is replaced by the value of the CallGuid for which information is desired.

Query for number of callbacks currently pending:

SELECT count(*)

  FROM CallBack, EventTypeRef

 WHERE CallBack.EventTypeID=EventTypeRef.EventTypeID

   AND EventType in (Callback Pending);

Query for a list of failed callbacks with telephone number and failure reason code:

SELECT CallGuid, ANI, NbrAttempts, Cause

  FROM CallBack, CauseRef, EventTypeRef

 WHERE CallBack.CauseID=CauseRef.CauseID

   AND CallBack.EventTypeID=EventTypeRef.EventTypeID

   AND EventType in (Callback Canceled);

CallBack Table

The callback table is a view of two tables: Callback_Current and Callback_Historical. The two

tables are identical; every 30 minutes, data for completed calls is pulled from Callback_Current

and moved to Callback_Historical.

There is one row in this table for each callback that is made.

A Unique generated key to

replace the CallGuid

PK

No

serial

SurrogateID

Reporting Guide for Cisco Unified Customer Voice Portal Release 8.0(1)