Cisco Cisco IP Contact Center Release 4.6.1 Technical References
2-26
Cisco ICM Software Database Schema Handbook
78-11677-04
Chapter 2 Table Details
Agent_Team Table
Related tables:
Agent (via SkillTargetID)
Media Routing Domain (via MRDomainID)
Agent_Team Table
An agent team is a group of agents who report to the same supervisor(s) and are associated with a single
peripheral. The ICM software does not route to agent teams and agents within a team do not necessarily
share the same skills. Agent teams are used for administrative and monitoring purposes only.
peripheral. The ICM software does not route to agent teams and agents within a team do not necessarily
share the same skills. Agent teams are used for administrative and monitoring purposes only.
Use ICM Configuration Manager to add, update, and delete Agent_Team records.
RouterCallKeyDay
The day that the call was taken and the
Termination_Call_Detail record was created. This
field contains a value only for calls that were
translation-routed or post-routed to or from an
ACD.
Termination_Call_Detail record was created. This
field contains a value only for calls that were
translation-routed or post-routed to or from an
ACD.
Together with RouterCallKey, the Day value forms
a unique 64-bit key for the call. The PG might not
have this information for all calls, but if it does, it
allows you to track all states of a call between the
Route_Call_Detail and the
Termination_Call_Detail tables by using the
Cradle-to-Grave call tracking facility. (For calls that
span a day, the day may not correspond to the day
specified in the DateTime field.)
a unique 64-bit key for the call. The PG might not
have this information for all calls, but if it does, it
allows you to track all states of a call between the
Route_Call_Detail and the
Termination_Call_Detail tables by using the
Cradle-to-Grave call tracking facility. (For calls that
span a day, the day may not correspond to the day
specified in the DateTime field.)
int
NULL
RouterCallKey
This value is created by the ICM software and forms
the unique portion of the 64-bit key for the call. The
ICM resets this counter at midnight.
the unique portion of the 64-bit key for the call. The
ICM resets this counter at midnight.
int
NULL
RouterCallKeySequenceNumber
A sequence number used for ordering rows for
cradle-to-grave call tracking. This number defines
the order in which the calls were created. This is not
the order in which the Termination_Call_Detail
records were created. (This field also exists in the
Route_Call_Detail table, where it defines the order
in which the route requests were created.)
cradle-to-grave call tracking. This number defines
the order in which the calls were created. This is not
the order in which the Termination_Call_Detail
records were created. (This field also exists in the
Route_Call_Detail table, where it defines the order
in which the route requests were created.)
int
NULL
Table 2-11
Agent_State_Trace Table (continued)
Field Name
Description
Data Type
Keys and Null
Option
Option
Table 2-12 Agent_Team Table
Field Name
Description
Data Type
Keys and Null
Option
Option
AgentTeamID
A unique identifier for the agent team.
int
PK, NOT NULL
EnterpriseName
An enterprise name for the agent team that is unique
among all agent teams in the enterprise.
among all agent teams in the enterprise.
varchar(32)
AK0, NOT
NULL
NULL