Cisco Cisco IP Contact Center Release 4.6.2 Technical References

and a DNIS value to send with it. A scheduled target is a destination for which the ICM/IPCC
knows only the number of scheduled resources and the number of calls in progress. For each
scheduled target, the ICM/IPCC maintains Scheduled Target Real Time data.

The routing client presents the ICM/IPCC with a 

. 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 

. A label is the string that is passed back to the network to indicate

the appropriate target. The 

 table 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 

, every 

,

and every 

.

 record is produced immediately after the ICM/IPCC determines

a route. This records information about the request and the route determined by the ICM/IPCC.

A 

 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.

 associated with the routing client. The

to be executed by the VRU.

Schedule Tables - Database Rules

To see an illustration and a list of all tables in the Schedule category, click 

.

With the optional Schedule Import feature, you can import schedules for each agent, skill group,
and service from a workforce management system.

The 

 table contains one entry for each schedule.

 table contains the actual scheduling data for various time periods.

The 

in effect.

The 

 table indicates where the data are imported from. The 

 table gives the primary key value for the scheduling data in the source.

 table indicates how the Schedule Import records for a schedule are to

be interpreted.

The 

 table indicates how to interpret each field in Schedule Import

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)