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Cisco Unified CCX Database Schema Guide, Release 10.6(1) · PDF filei. Cisco Unified CCX Database Schema Guide, Release 10.6(1) CONTENTS Preface. i. Database Schema . 1-1. General

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

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    Cisco Unified CCX Database Schema Guide, Release 10.6(1)Cisco Unified Contact Center Express and Cisco Unified IP IVR Release 10.6(1) December 15, 2014

    http://www.cisco.com

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    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 S

    Preface i

    Database Schema 1-1

    General Database Concepts 1-1

    Tables, Columns, and Rows 1-1

    Table Relationships 1-2

    Database Table Details 1-2

    Overview of Tables 1-3

    AgentConnectionDetail 1-5

    AgentStateDetail 1-7

    AreaCode 1-8

    Campaign 1-9

    CampaignCSQMap 1-12

    CampaignData 1-12

    ChannelProvider 1-14

    ChatProblemStatement 1-14

    ChatTriggerPoint 1-15

    ChatUserForm 1-16

    ChatWidget 1-16

    ContactCallDetail 1-17

    ContactQueueDetail 1-23

    ContactRoutingDetail 1-25

    ContactServiceQueue 1-26

    CrsApplication 1-29

    CrsGroup 1-30

    CrsTrigger 1-32

    DialingList 1-34

    DialingListHistory 1-39

    MonitoredResourceDetail 1-42

    MediaCustomerDataMapping 1-44

    ProfileIDMapping 1-44

    RemoteMonitoringDetail 1-45

    Resource 1-48

    iCisco Unified CCX Database Schema Guide, Release 10.6(1)

  • Contents

    ResourceGroup 1-50

    ResourceSkillMapping 1-50

    RmonCSQConfig 1-51

    RmonResConfig 1-52

    RmonUser 1-53

    RtCSQsSummary 1-54

    RtICDStatistics 1-55

    Skill 1-57

    SkillGroup 1-58

    Supervisor 1-59

    Team 1-60

    TeamCSQMapping 1-61

    TextAgentConnectionDetail 1-62

    TextAgentStateDetail 1-63

    TextContactDetail 1-64

    TextContactQueueDetail 1-67

    TextCustomer Detail 1-68

    WorkflowTask 1-69

    EEMActiveEmail 1-70

    EEMContactEmailDetail 1-71

    EEMEmailAgentStateDetail 1-73

    EEMEmailStatusDescription 1-74

    EEMQueueAgentDetail 1-74

    EEMReasonCodeDescription 1-76

    EEMStateDescription 1-76

    EEMTablesVersion 1-77

    I N D E X

    iiCisco Unified CCX Database Schema Guide, Release 10.6(1)

  • Preface

    Change History

    About This GuideThe Cisco Unified CCX Database Schema Guide for Cisco Unified Contact Center Express (Unified CCX) describes how data is organized in the Unified CCX databases. This document 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.

    Change Date

    Initial release of document for 10.6(1) December 15, 2014

    Change Date

    Added Chapter 1, ChannelProvider. Initial release of document for 10.6(1)

    Updated Chapter 1, TextAgentStateDetail to remove mediatype and add routingType.

    Initial release of document for 10.6(1)

    Updated Chapter 1, TextCustomer Detail to include changes in ContactID, FieldID1 to FieldID10, InsertionDate field names.

    Initial release of document for 10.6(1)

    Added Chapter 1, MediaCustomerDataMapping.

    Initial release of document for 10.6(1)

    Updated Chapter 1, TextAgentStateDetail to change 32755 description from Chat ended to Contact ended and updated the description to include email.

    Initial release of document for 10.6(1)

    iCisco Unified CCX Database Schema Guide, Release 10.6(1)

  • Preface

    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.

    ConventionsThis 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

    Cisco Unified Contact Center Express Historical Reporting Guide

    Cisco Unified Contact Center Express Report Developer Guide

    Convention Description

    boldface 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.

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    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 10.6(1)

  • Preface

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    iiiCisco Unified CCX Database Schema Guide, Release 10.6(1)

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  • Preface

    ivCisco Unified CCX Database Schema Guide, Release 10.6(1)

  • Cisco Unifie

    C 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

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