Cisco Cisco E-Mail Manager Unity Integration Option Technical References
2-83
Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 2 Table Details
Call_Type_Real_Time Table
CallsAnsweredHalf
Count of calls answered by an agent in this
half-hour interval.
half-hour interval.
This field is applicable to both ICM and IPCC
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
DBINT
NULL
CallsAnsweredTo5
Count of calls answered by an agent during the
five-minute interval.
five-minute interval.
DBINT
NULL
CallsAnsweredToday
Count of calls answered by an agent since
midnight.
midnight.
DBINT
NULL
CallsHandledHalf
The total number of calls of this call type handled
in the half-hour interval.
in the half-hour interval.
Termination_Call_Detail records with a
CallDisposition of 6, 13, 14, 28, 29, 30, or 34 are
counted as CallHandled.
CallDisposition of 6, 13, 14, 28, 29, 30, or 34 are
counted as CallHandled.
A handled call is:
•
An incoming ACD call that was answered by
an agent, and then completed.
an agent, and then completed.
•
A call associated with Outbound Option that
the agent answered, and then completed.
the agent answered, and then completed.
•
A non-voice task that the agent started
working on then completed.
working on then completed.
A handled call/task is completed when the agent
associated with the call/task finishes the wrap-up
work associated with the call/task.
associated with the call/task finishes the wrap-up
work associated with the call/task.
This field is applicable to both ICM and IPCC
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
Enterprise with the following exception: the field
is not incremented if the call is answered by an
agent on a standard ACD unless the call was
translation routed.
DBINT
NULL
CallsHandledTo5
The total number of calls of this call type
during the five-minute interval.
DBINT
NULL
CallsHandledToday
The total number of calls of this call type
since midnight.
DBINT
NULL
CallsLeftQTo5
The total number of calls of this call type that left
the CallRouter queue during the five-minute
interval.
the CallRouter queue during the five-minute
interval.
DBINT
NULL
CallsOfferedHalf
The total number of calls of this call type offered
during the half-hour interval.
during the half-hour interval.
This field is applicable to both ICM and IPCC
Enterprise.
Enterprise.
DBINT
NULL
Table 2-65 Call_Type_Real_Time Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option