Cisco Cisco IPCC Web Option Technical References

Call Type (via CallTypeID)

Maps call types to scheduled scripts.

Use the Script Schedule facility of the Script Editor to add, update, and delete Call_Type_Map records.

OverflowOutHalf

The number of calls overflowed to another 
call type during the current half-hour 
interval.This field increments when a 
requalify or call type node is executed in the 
script.

In IPCC, if the call goes to the IVR 
before it redirects off the agent’s 
phone, this field is updated instead of 
the RedirectNoAnsCallsToHalf field 
in the Skill_Group_Half_Hour table.

int

NULL

HoldTimeToHalf

The total hold time in seconds for calls of 
this call type ending during the half-hour 
interval. 

int

NULL

IncompleteCallsHalf

The number of calls that were routed but did 
not arrive at the PG.

int

NULL

ShortCallsHalf

The number of calls abandoned during the 
CallTypeAbandonCallWaitTime. Calls 
abandoned after this time period are counted 
as Abandoned, not Short Calls.

int

NULL

DelayQAbandTimeHalf

The total delay time of abandoned calls in 
queue for this call type during the current 
half-hour interval.

int

NULL

CallTypeID

Foreign key from the Call Type table. CallTypeID and Item 
together form a unique key.

int

PK, FK, NOT 
NULL

Item

The position of this schedule entry within the list of entries for 
this call type.

int

PK, NOT NULL

MasterScriptID

Foreign key from the Master Script table.

int

FK, NULL