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 2 Table Details
Route_Half_Hour Table
ForcedClosedCallsToHalf
The number of calls to the route that were
determined to be closed following an interruption
in data during the half-hour interval.
ForcedClosedCalls are calls that terminated
because of errors tracking the call’s state
transition. Calls may become forced closed if
there is lack of events from the ACD’s CTI
interfaces (for example, a lack of a Disconnect
event, or failure on the switch’s CTI connection).
determined to be closed following an interruption
in data during the half-hour interval.
ForcedClosedCalls are calls that terminated
because of errors tracking the call’s state
transition. Calls may become forced closed if
there is lack of events from the ACD’s CTI
interfaces (for example, a lack of a Disconnect
event, or failure on the switch’s CTI connection).
DBINT
NULL
HandleTimeToHalf
for the route during the half-hour interval. Handle
time is tracked only for inbound ACD calls that are
counted as handled for the route. HandleTime is
the time spent from the call being answered by the
agent to the time the agent completed after-call
work time for the call. This includes any
HoldTime, TalkTime, and WorkTime associated
with the call. The HandleTime and
AvgHandleTime values are updated in the
database when the after-call work time associated
with the call is completed.
time is tracked only for inbound ACD calls that are
counted as handled for the route. HandleTime is
the time spent from the call being answered by the
agent to the time the agent completed after-call
work time for the call. This includes any
HoldTime, TalkTime, and WorkTime associated
with the call. The HandleTime and
AvgHandleTime values are updated in the
database when the after-call work time associated
with the call is completed.
DBINT
NULL
HoldTimeToHalf
Total hold time in seconds for calls to the route
that ended during the half-hour interval.
that ended during the half-hour interval.
DBINT
NULL
LongestCallAbandTime
The longest time in seconds a call was in queue for
the route before being abandoned during the
half-hour interval. This includes the LocalQTime,
DelayTime, and RingTime.
the route before being abandoned during the
half-hour interval. This includes the LocalQTime,
DelayTime, and RingTime.
DBINT
NULL
LongestCallDelayQTime
The longest time in seconds a call was in queue for
the route before being answered during the
half-hour interval. This includes the LocalQTime
for the call.
the route before being answered during the
half-hour interval. This includes the LocalQTime
for the call.
DBINT
NULL
OverflowInToHalf
Number of calls that the peripheral retargeted, or
overflowed, into the route during the half-hour
interval. The ICM software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in).
overflowed, into the route during the half-hour
interval. The ICM software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in).
DBINT
NULL
OverflowOutToHalf
Number of calls the peripheral retargeted, or
overflowed, out of the route during the half-hour
interval. The ICM software keeps counts of the
number of calls moved our of each service or route
(overflowed out) and moved into each service or
route (overflowed in).
overflowed, out of the route during the half-hour
interval. The ICM software keeps counts of the
number of calls moved our of each service or route
(overflowed out) and moved into each service or
route (overflowed in).
DBINT
NULL
RecoveryDay
Currently not used, set to zero (0).
DBINT
NOT NULL
Table 2-290 Route_Half_Hour Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option