Cisco Cisco E-Mail Manager Unity Integration 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
A service array is a collection of services from different peripherals (typically VRUs) that are all
associated with the same PG. Each service array has an associated row in the Service Array table. The
Service Array Member table is a cross-reference table between the Service Array and Service tables.
associated with the same PG. Each service array has an associated row in the Service Array table. The
Service Array Member table is a cross-reference table between the Service Array and Service tables.
Media Routing
depicts the tables in this category.
Figure 1-8
Media Routing
A Media Class is a combination or single instance of physical media that are to be treated as a single
concept by ICM software. Some examples of media classes are voice, collaboration multi-session chat,
collaboration single-session chat, collaboration blended collaboration, and e-mail. Each row in the
Media Class table represents a type of media class.
concept by ICM software. Some examples of media classes are voice, collaboration multi-session chat,
collaboration single-session chat, collaboration blended collaboration, and e-mail. Each row in the
Media Class table represents a type of media class.
A Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a
common communication medium. ICM software uses an MRD to route a task to an agent who is
associated with a skill group and a particular medium. The Media Routing Domain table describes a
single implementation of a media class.
common communication medium. ICM software uses an MRD to route a task to an agent who is
associated with a skill group and a particular medium. The Media Routing Domain table describes a
single implementation of a media class.
Note
A media class, such as Cisco single-session chat, might have one or more Media Routing Domains
(MRDs) defined. Although these MRDs would all be of the same media class, they might be on different
servers or handle slightly different types of requests (for example, English single-session chat and
Spanish single-session chat).
(MRDs) defined. Although these MRDs would all be of the same media class, they might be on different
servers or handle slightly different types of requests (for example, English single-session chat and
Spanish single-session chat).
The Application Instance table contains configuration data about external application instances to enable
ICM software to identify application instances and grant them access to the Configuration Management
Service (CMS).
ICM software to identify application instances and grant them access to the Configuration Management
Service (CMS).