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
Service Table
Related tables:
(via SkillTargetID)
(via MRDomainID)
(via PeripheralID)
(via SkillTargetID)
(via ScheduleID)
(SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)
(via SkillTargetID)
(via SkillTargetID)
(via SkillTargetID)
(via SkillTargetID)
ServiceLevelType
For Non-IPCC Enterprise, indicates how the
ICM software calculates the service level for the
service:
ICM software calculates the service level for the
service:
0 = Use the default specified for the associated
peripheral.
peripheral.
1 = Ignore Abandoned Calls. (Remove the
abandoned calls from the calculation.)
abandoned calls from the calculation.)
2 = Abandoned Calls have Negative Impact. (Treat
the abandoned calls as though they exceeded the
service level threshold.)
the abandoned calls as though they exceeded the
service level threshold.)
3 = Abandoned Calls have Positive Impact.
(Treat the abandoned calls as through they were
answered within the service level threshold.)
(Treat the abandoned calls as through they were
answered within the service level threshold.)
Note
Regardless of which calculation you
choose, the ICM software always tracks
separately the number of calls abandoned
before the threshold expired.
choose, the ICM software always tracks
separately the number of calls abandoned
before the threshold expired.
For IPCC Enterprise the value of this field is
always 1 (ignore abandoned calls) for services
associated with CallManager peripherals. This is
because calls to a CallManager peripheral have no
service associated with them while they are
queued, and therefore calls abandoned while
queued cannot affect the computation of service
level for a CallManager service.
always 1 (ignore abandoned calls) for services
associated with CallManager peripherals. This is
because calls to a CallManager peripheral have no
service associated with them while they are
queued, and therefore calls abandoned while
queued cannot affect the computation of service
level for a CallManager service.
DBSMALLINT
NOT NULL
SkillTargetID
An identifier that is unique among all skill targets
in the enterprise.
in the enterprise.
DBINT
PK, FK
NOT NULL
Table 2-338 Service Table (continued)
Field Name
Description
Data Type
Keys and
Null Option
Null Option