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Cisco Unified CCX Database Schema Guide, Release 11.5(1)Cisco Unified Contact Center Express and Cisco Unified IP IVR Release 11.5(1) August 10, 2016

http://www.cisco.com

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Cisco Unified CCX Database Schema Guide, Release 11.5(1) Copyright 2016, Cisco Systems, Inc., all rights reserved.

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C O N T E N T S

Preface 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 1-9Campaign 1-10CampaignCSQMap 1-12CampaignSupervisorMap 1-13CampaignData 1-14ChannelProvider 1-15ChatProblemStatement 1-16ChatTriggerPoint 1-17ChatUserForm 1-17ChatWidget 1-18ContactCallDetail 1-19ContactQueueDetail 1-25ContactRoutingDetail 1-27ContactServiceQueue 1-28CrsApplication 1-30CrsGroup 1-32CrsTrigger 1-34DialingList 1-35 DialingListHistory 1-40MonitoredResourceDetail 1-43MediaCustomerDataMapping 1-45ProfileIDMapping 1-45PurgeHistory 1-46RemoteMonitoringDetail 1-47Resource 1-50

iCisco Unified CCX Database Schema Guide, Release 11.5(1)

Contents

ResourceGroup 1-52ResourceSkillMapping 1-52RmonCSQConfig 1-53RmonResConfig 1-54RmonUser 1-55RtCSQsSummary 1-56RtICDStatistics 1-57Skill 1-59SkillGroup 1-60Supervisor 1-61Team 1-62TeamCSQMapping 1-63TextAgentConnectionDetail 1-64TextAgentStateDetail 1-65TextContactDetail 1-67TextContactQueueDetail 1-69TextCustomer Detail 1-70WorkflowTask 1-71EEMActiveEmail 1-72EEMContactEmailDetail 1-73EEMEmailAgentStateDetail 1-75EEMEmailStatusDescription 1-76EEMQueueAgentDetail 1-76EEMReasonCodeDescription 1-78EEMStateDescription 1-78EEMTablesVersion 1-79

I N D E X

iiCisco Unified CCX Database Schema Guide, Release 11.5(1)

Preface

Change Date

Initial release of document for 11.5(1) August 10, 2016

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.

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 11.5(1)

Preface

ConventionsThis manual uses the following conventions:

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.

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.

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

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

iiCisco Unified CCX Database Schema Guide, Release 11.5(1)

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

Preface

Subscribe 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.

Documentation FeedbackTo provide your feedback for this document, send an email to:

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iiiCisco Unified CCX Database Schema Guide, Release 11.5(1)

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Preface

ivCisco Unified CCX Database Schema Guide, Release 11.5(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

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 11.5(1)

Chapter 1 Database Schema Database Table Details

Figure 2 Skill Table Fields and Records

Records

skillID

1

2

3

skillName

Guitar

Bass

Drum

active

1

0

1

dateInactive

NUL

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