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  • Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

    800 553-NETS (6387)Fax: 408 527-0883

    Cisco Unified CCX Database Schema Guide, Release 10.5(1)

    June11, 2014

    http://www.cisco.com

  • THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

    THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

    The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.

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    IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

    Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)

    Cisco Unified CCX Database Schema Guide, Release 10.5(1)Copyright 2014, Cisco Systems, Inc., all rights reserved.

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  • C O N T E N T SPreface i

    Database Schema 1-1General Database Concepts 1-1

    Tables, Columns, and Rows 1-1Table Relationships 1-2

    Database Table Details 1-2Overview of Tables 1-3AgentConnectionDetail 1-5AgentStateDetail 1-7AreaCode 1-8Campaign 1-9CampaignCSQMap 1-12CampaignData 1-12ChatProblemStatement 1-13ChatTriggerPoint 1-14ChatUserForm 1-15ChatWidget 1-16ContactCallDetail 1-16ContactQueueDetail 1-22ContactRoutingDetail 1-24ContactServiceQueue 1-25CrsApplication 1-28CrsGroup 1-29CrsTrigger 1-31DialingList 1-33DialingListHistory 1-38MonitoredResourceDetail 1-41ProfileIDMapping 1-43RemoteMonitoringDetail 1-44Resource 1-46ResourceGroup 1-48ResourceSkillMapping 1-48iCisco Unified CCX Database Schema Guide, Release 10.5(1)

  • ContentsRmonCSQConfig 1-49RmonResConfig 1-50RmonUser 1-51RtCSQsSummary 1-52RtICDStatistics 1-53Skill 1-55SkillGroup 1-56Supervisor 1-57Team 1-58TeamCSQMapping 1-59TextAgentConnectionDetail 1-60TextAgentStateDetail 1-61TextContactDetail 1-62TextContactQueueDetail 1-65TextCustomer Detail 1-66WorkflowTask 1-67EEMActiveEmail 1-68EEMContactEmailDetail 1-69EEMEmailAgentStateDetail 1-71EEMEmailStatusDescription 1-72EEMQueueAgentDetail 1-72EEMReasonCodeDescription 1-74EEMStateDescription 1-74EEMTablesVersion 1-74

    I N D E XiiCisco Unified CCX Database Schema Guide, Release 10.5(1)

  • Preface

    The Database Schema Guide for Cisco Unified Contact Center Express (Unified CCX) describes how data is organized in the Unified CCX databases. This manual provides detailed description of the records and fields in each database table and enables you to create your own reports.

    AudienceThis manual is intended for system managers, administrators, and developers who want to create custom reports using the generally available third-party programs that create reports from databases.

    OrganizationThe Database Table Details section on page 2 describes each table in the Unified CCX database. The descriptions are arranged in the alphabetical order by table name. Each description includes a detailed explanation of each record in the table. The Index helps you find information in this book.iCisco Unified CCX Database Schema Guide, Release 10.5(1)

  • PrefaceConventionsThis manual uses the following conventions:

    Related DocumentationThe following documents contain additional information about the Unified CCX database and the information stored in the database:

    Unified CCX Administration Guide

    Unified CCX Historical Reports User Guide

    Unified CCX Historical Reporting Administrator and Developer Guide

    Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly Whats New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

    http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

    Convention Descriptionboldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, and

    folder and submenu names. For example:

    Choose Edit > Find.

    Click Finish.italic font Italic font is used to indicate the following:

    To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

    For emphasis. Example: Do not use the numerical naming convention.

    A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

    A book title. Example: See the Unified CCX Installation Guide.

    window font Window font, such as Courier, is used for the following:

    Text as it appears in code or that the window displays. Example:Cisco Systems,Inc.

    < > Angle brackets are used to indicate the following:

    For arguments where the context does not allow italic, such as ASCII output.

    A character string that the user enters but that does not appear on the window such as a password.iiCisco Unified CCX Database Schema Guide, Release 10.5(1)

    http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.htmlhttp://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

  • PrefaceSubscribe to the Whats New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0. iiiCisco Unified CCX Database Schema Guide, Release 10.5(1)

  • PrefaceivCisco Unified CCX Database Schema Guide, Release 10.5(1)

  • Cisco UnifieC H A P T E R 1

    Database Schema

    This manual describes how data is organized in the Unified CCX database. The Unified CCX database stores the data in the following two types of databases:

    db_cra Used to store information for historical and real-time reports, including Unified CCX configuration information, stored procedures, and call statistics.

    db_cra_repository - Used to store information related to prompts, grammars, scripts, and documents.

    All the tables described in this document are in the above two databases.

    Note SQL is case-insensitive and the queries written against the database can be in any case. However, you might have to change the case for the column names depending on the third-party tool that you use for querying the database. Refer to the documentation for these third-party tools for more information.

    The following sections include these topics:

    General Database Concepts, page 1

    Database Table Details, page 2

    General Database ConceptsThis section provides an overview of some basic database concepts.

    Tables, Columns, and RowsA database contains one or more tables of data. Each table in a database defines a set of columns, which are called fields. Within each table, the database stores data in rows, which are called records. Each record (row) contains one value for each field (column) of the table. For example, Figure 2 shows an example of a Skill table, which contains five fields. This example shows a Skill table with three records.1-1d CCX Database Schema Guide, Release 10.5(1)

  • Chapter 1 Database Schema Database Table DetailsFigure 2 Skill Table Fields and Records

    Database tables and the number and names of their fields are constant. The number of records in a table and the data that those records contain will vary according your system.

    Table RelationshipsRelated tables in a database share one or more common fields. For example, both the Skill and the SkillGroup tables include the skillID field. Each record in the Skill table is related to each record in the SkillGroup table that shares the same skillID value.

    Relationships between tables can be one-to-one or one-to-many. For example, because one skill can be associated with many skill groups, the relationship between the Skill and SkillGroup tables is one-to-many. On the other hand, each call or call leg has its own set of data about the agent who handled the call and other information. Therefore, the relationship between the AgentConnectionDetail and ContactCallDetail table is o

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