Cisco Cisco IP Contact Center Release 4.6.2 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
The Skill Group table contains one row for each skill group. The Skill Group Member table is a
cross-reference table between Skill Groups and Agents. It contains one row for each member of each
skill group. (If a single agent is a member of more than one skill group, then the agent has more than one
associated Skill Group Member rows.)
cross-reference table between Skill Groups and Agents. It contains one row for each member of each
skill group. (If a single agent is a member of more than one skill group, then the agent has more than one
associated Skill Group Member rows.)
The Service table contains one row for each type of service that agents can provide to customers. Each
service is associated with one or more skill groups whose members are qualified to provide that service.
The Service Member table is a cross-reference table between the Service table and the Skill Group table.
It contains one row for each member of a service. (If a single skill group is associated with more than
one service, then it has more than one associated Service Member row.) All skill group members of a
service must be on the same Peripheral and MRDomain. (Only base skill groups can be members.)
service is associated with one or more skill groups whose members are qualified to provide that service.
The Service Member table is a cross-reference table between the Service table and the Skill Group table.
It contains one row for each member of a service. (If a single skill group is associated with more than
one service, then it has more than one associated Service Member row.) All skill group members of a
service must be on the same Peripheral and MRDomain. (Only base skill groups can be members.)
Enterprise Data
shows the tables in this category.
Figure 1-7
Enterprise Data
An enterprise service is a collection of services. An enterprise service can contain services from several
different peripherals. Each row in the Enterprise Service table represents an enterprise service. The
Enterprise Service Member table is a cross-reference table between the Enterprise Service and Service
tables. (If a service is a member of more than one enterprise service, then it has more than one associated
Enterprise Service Member row.)
different peripherals. Each row in the Enterprise Service table represents an enterprise service. The
Enterprise Service Member table is a cross-reference table between the Enterprise Service and Service
tables. (If a service is a member of more than one enterprise service, then it has more than one associated
Enterprise Service Member row.)
Similarly, an enterprise skill group is a collection of skill groups that might be associated with different
peripherals. Each row in the Enterprise Skill Group table represents an enterprise skill group. The
Enterprise Skill Members table is a cross-reference table between the Enterprise Skill Group table and
the Skill Group table. (If a skill group is a member of more than one enterprise skill group, then it has
more than one associated Enterprise Skill Member row.)
peripherals. Each row in the Enterprise Skill Group table represents an enterprise skill group. The
Enterprise Skill Members table is a cross-reference table between the Enterprise Skill Group table and
the Skill Group table. (If a skill group is a member of more than one enterprise skill group, then it has
more than one associated Enterprise Skill Member row.)