Cisco Cisco IP Contact Center Release 4.6.2 Technical References

Enterprise Service Member (via SkillTargetID)

Media Routing Domain (via MRDomainID)

Peripheral (via PeripheralID)

Route (via SkillTargetID)

Schedule (via ScheduleID)

Service Array Member (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)

ServiceLevelType

Indicates how the ICM software calculates the 
service level for the service:

0 = Use the default specified for the associated 
peripheral.

1 = Ignore Abandoned Calls. (Remove the 
abandoned calls from the calculation.)

2 = Abandoned Calls have Negative Impact. 
(Treat 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.)

Regardless of which calculation you 
choose, the ICM software always tracks 
separately the number of calls abandoned 
before the threshold expired.

smallint

NOT NULL

ServiceLevelThreshold

The service level threshold, in seconds, for the 
ICM service level. If this field is negative, the 
value of the ServiceLevelThreshold field in the 
Peripheral table is used.

smallint

NOT NULL

Extension

The extension number for the skill group (used by 
the Definity ECS ACD).

varchar(10)

NULL

ConfigParam

A string of parameters the ICM software sends to 
the peripheral to initialize the service.

varchar(255)

NULL

Description

Additional information about the service.

varchar(255)

NULL

Deleted

Deleted Flag. Stored as a character:

Y = Yes
N = No

char(1)

NOT NULL

MRDomainID

The Media Routing Domain associated with this 
service.

int

FK NOT NULL

ChangeStamp

Incremented when the record is changed in the 
central database.

int

NOT NULL