Cisco Cisco IP Contact Center Release 4.6.1 テクニカルリファレンス
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Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 1 Introduction
Major Tables
Campaign Query Rule table is a cross-reference table between the Campaign table and the Query Rule
Table. The Campaign Skill Group table is a cross-reference table between Campaign table and the Skill
Groups table.
Table. The Campaign Skill Group table is a cross-reference table between Campaign table and the Skill
Groups table.
Note
Campaign Target table is not currently used.
A query rule is a SQL filter function that selects contact records and associates those records with a
campaign. Contact records are selected from import lists you provide to the Blended Agent software.
campaign. Contact records are selected from import lists you provide to the Blended Agent software.
Query Rule Clause table contains the SQL rules associated with each query rule. There is a single row
for each configured query rule.
for each configured query rule.
The Query Rule table is a cross-reference table between Query Rule Clause table and the Import Rule
table. A query rule works on a particular import rule to select a group of contacts from an overall import
list. For example, from a particular import list you might want to select and call all customers that have
account numbers greater than 10,000.
table. A query rule works on a particular import rule to select a group of contacts from an overall import
list. For example, from a particular import list you might want to select and call all customers that have
account numbers greater than 10,000.
An import list is a raw set of customer contacts (in text file format) that can be imported into a contact
table and used to build a dialing list. The import list may also be referred to as an import file or a contact
file. The import list is associated with a particular campaign and query rule.
table and used to build a dialing list. The import list may also be referred to as an import file or a contact
file. The import list is associated with a particular campaign and query rule.
An import rule defines how Blended Agent imports data from an import list into a contact table. The
information in the contact table can then be used to build a dialing list. The Import Rule table contains
a list of all the import rules and their associated import lists. The Import Rule Clause table defines the
portions of an import list to be imported by the Blended Agent Import Rule process.
information in the contact table can then be used to build a dialing list. The Import Rule table contains
a list of all the import rules and their associated import lists. The Import Rule Clause table defines the
portions of an import list to be imported by the Blended Agent Import Rule process.
The dialer is the Blended Agent component that defines the relationship between ICM skill groups, the
ACDs to which they are connected, and the ports on a dialer board. The settings you assign to the dialer
control how it handles dialing from your location and how it responds to answering machines or human
voices.
ACDs to which they are connected, and the ports on a dialer board. The settings you assign to the dialer
control how it handles dialing from your location and how it responds to answering machines or human
voices.
The Dialer table contains configuration information for each dialer. The Dialer Port table maps port
numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to
dialer ports.
numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to
dialer ports.
The Blended Agent Options table contains all options that are global to a Blended Agent deployment,
such as time parameters for calling a contact.
such as time parameters for calling a contact.