Cisco Cisco IP Contact Center Release 4.6.1 Technical References

The 

 table is a configuration table that specifies the mapping

of supervisors to agent teams.

For agents that are not associated with an ACD, you can define 

which specify features available and how the ICM handles certain state changes for an agent.

A 

 record provides primary identification and authentication for all system

users, including both agents and administrators.

Each service has one or more associated skill groups. Each skill group can be associated with
one or more service. The 

 table maps skill groups to services.

Each Skill Group has one or more member agents. Each agent can be associated with one or
more skill groups. The 

 table maps agents to skill groups.

For some peripherals, a base Skill Group can have multiple related Skill Groups with different
priorities.

Real-Time statistics are produced for each 

At Five-Minute intervals statistics are produced for each 

 and 

Every Half-hour, statistics are produced for each 

 and 

For each agent, the ICM/IPCC software maintains a State Trace, which tracks the states an agent
has been in. When an agent logs out, the ICM/IPCC software creates an 

 record.

System Tables - Database Rules

To see an illustration and a list of the System tables, click 

 table contains information about application events generated

by the ICM/IPCC software. This is a subset of the events reported in the Event table.

The 

 table maintains information about the Admin Workstation and its

local database.

The 

 table contains the current time as kept by the Central

Controller.

 table contains information about system events generated by the ICM/IPCC

software.

The 

 table contains some general information about the system.

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