Configuration mirror data is data that CIC copies from the configuration to aid in the generation of reports. The mirror tables include data for account code configurations, user and workgroup relationships, line and line group configurations, and line group to lines relationships.
The User to Workgroup relationship allows you to build reports that can group user data by workgroups. The line and line group reports use the line and line group configuration information to report on least used lines by group, or to display additional configuration information about the line or group. The account code configuration allows the system to display account code information on various interaction detail type reports.
Note that these tables reflect the current configuration. Reports that use these tables might not represent historical information correctly if you have changed the configuration information since CIC generated the historical data. Currently, the reports that operate with this restriction are the Queue Period Statistics Agent Performance and Line Group reports.
Normally you would not use the logging tool to place data into these tables. CIC updates these tables automatically via a system process. If this data is out of sync with CIC, you can update the data for a site by executing the following command at the IC server command prompt:
“SendCustomNotification AdminServer SyncAllMirrorLogs”
Formulas in CIC reports allow the account code information and the user workgroup relationship information to be read directly from Interaction Administrator. This allows for more functionality on the reports. The reports use the ININ function to get the requested information.
The source for this data is the CIC configuration which the system copies from CIC to your database on any restart, and updated any time you change the configuration.
Types of information include portions of configuration information for user to workgroup relationships, line and line group configuration, and line to line group relationships.
Some queue period statistics reports use this data to restrict users to non-queue workgroups. Line group reports use this data to show details about lines and line group configurations, as well as to find the least used lines in a group.
When you configure two IC servers so that one is an automatic backup of the other using the switchover process, no duplication of data or any problems relative to any report and configuration mirror data logging in CIC should occur. This is because the system that switchover considers the backup operates in a suspended mode that suppresses the normal mirror and data logging activities.
However, the system might duplicate data if you disconnect one of the two systems from the switchover hardware and boot it up as a stand-alone server. This system then becomes a full and complete CIC system that is identically configured to the other running server. This means that any operations that you perform on this separated backup CIC system, will cause active mirror and logging activity to go to the shared database. This can result in CIC inserting duplicate rows of data, or possibly, inserting the wrong data into the tables.
Caution
When you are using switchover, make sure that if you perform any tests while the CIC systems are not in their normal switchover configuration, change the server Site ID to make sure there is no conflict with data being generated by the two separated CIC systems.
The content of this table is a mirror image of users and their workgroup membership as you have them currently configured in CIC.
| Log Identifier | Log Name | Table Name |
|---|---|---|
|
70 |
User to Workgroup Relationship |
UserWorkgroups |
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| UserId | nvarchar (50) | False | Yes | User identifier for a user configured in CIC. |
4.0.106.453 | 4.0 Release | |||
| WorkGroup | nvarchar (50) | False | Depends on customer usage | Workgroup for which the user is currently a member in CIC. |
4.0.106.453 | 4.0 Release | |||
| QueueFlag | tinyint | False | No | Flag that indicates if the workgroup has a queue. Workgroups can be created without queues and are typically used for organization purposes at a site. This flag allows reports to use queue or non-queue workgroups, where appropriate, based on the type of report being executed. 'N' = No queue, 'Y' = Has Queue. |
4.0.106.453 | 4.0 Release | |||
| I3TimeStampGMT | datetime | False | No | System supplied date time when the row was sent to the IC Logging server for insertion into the table. |
4.0.106.453 | 4.0 Release | |||
| SiteId | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. |
4.0.106.453 | 4.0 Release | |||
| SubSiteId | smallint | False | No | Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use |
4.0.106.453 | 4.0 Release |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_UserWorkgroups | Clustered | WorkGroup (Ascending) UserId (Ascending) SiteId (Ascending) |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| IEUserId | Unique non-clustered | UserId (Ascending) WorkGroup (Ascending) SiteId (Ascending) |
The content of this table is a mirror image of the lines as you have them currently configured in CIC.
| Log Identifier | Log Name | Table Name |
|---|---|---|
|
71 |
Line Configuration Mirror |
LineConfig |
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| LineId | nvarchar (50) | False | Depends on customer usage | Identifier for the line. |
4.0.106.453 | 4.0 Release | |||
| ActiveFlag | smallint | False | No | Flag indicating if the line configuration is an active or inactive configuration. Normally, inactive lines would be ignored by reports. 1 = Active, 0 = Inactive. |
4.0.106.453 | 4.0 Release | |||
| Direction | varchar (20) | False | No | Line direction. |
4.0.106.453 | 4.0 Release | |||
| LineType | varchar (50) | False | No | Line or board type of the line. Expected values would be Analog, T1, and E1. |
4.0.106.453 | 4.0 Release | |||
| PhoneNumber | varchar (20) | False | Depends on customer usage | Phone number of the line. |
4.0.106.453 | 4.0 Release | |||
| I3TimeStampGMT | datetime | False | No | System supplied date/time when this row was sent to the IC Logging server for insertion into the table. |
4.0.106.453 | 4.0 Release | |||
| SiteId | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. |
4.0.106.453 | 4.0 Release | |||
| SubSiteId | smallint | False | No | Not used in this current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use |
4.0.106.453 | 4.0 Release |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_LineConfig | Non-clustered | LineId (Ascending) SiteId (Ascending) |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| I3TimeStampGMT | Clustered | I3TimeStampGMT (Ascending) SiteId (Ascending) |
The content of this table is a mirror image of the line groups as you have them currently configured in CIC.
| Log Identifier | Log Name | Table Name |
|---|---|---|
|
72 |
Line Group Configuration Mirror |
LineGroupConfig |
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| GroupId | nvarchar (50) | False | Depends on customer usage | Group identifier or name of the line group. |
4.0.106.453 | 4.0 Release | |||
| Description | nvarchar (50) | False | Depends on customer usage | Description of the line group from the CIC configuration. |
4.0.106.453 | 4.0 Release | |||
| DialGroupFlag | smallint | False | No | Flag that indicates if the line group is used by CIC for dialing. Not all groups need be configured for use as a dialing group. 1 = True, 0 = False. |
4.0.106.453 | 4.0 Release | |||
| ReportFlag | smallint | False | No | Flag that indicates if the group is to be included in reports. If the flag is false, this line group will be excluded from line group reports. 1 = True, 0 = False. |
4.0.106.453 | 4.0 Release | |||
| I3TimeStampGMT | datetime | False | No | System supplied date/time when the row was sent to the IC Logging server for insertion into the table. |
4.0.106.453 | 4.0 Release | |||
| SiteId | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. |
4.0.106.453 | 4.0 Release | |||
| SubSiteId | smallint | False | No | Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use. |
4.0.106.453 | 4.0 Release |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_LineGroupConfig | Non-clustered | GroupId (Ascending) SiteId (Ascending) |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| I3TimeStampGMT | Clustered | I3TimeStampGMT (Ascending) SiteId (Ascending) |
The content of this table is a mirror image of the line group to lines relationship as they are currently configured in CIC.
| Log Identifier | Log Name | Table Name |
|---|---|---|
|
73 |
Line Group to Lines Relationship Mirror |
LineGroupLines |
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| GroupId | nvarchar (50) | False | Depends on customer usage | Group identifier for the line group. |
4.0.106.453 | 4.0 Release | |||
| LineId | nvarchar (50) | False | Depends on customer usage | Line identifier for a line in the Line Group. |
4.0.106.453 | 4.0 Release | |||
| I3TimeStampGMT | datetime | False | No | System supplied date/time when row was sent to the IC Logging server for insertion into the table. |
4.0.106.453 | 4.0 Release | |||
| SiteId | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. |
4.0.106.453 | 4.0 Release | |||
| SubSiteId | smallint | False | No | Not used in this release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use. |
4.0.106.453 | 4.0 Release |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_LineGroupLines | Non-clustered | GroupId (Ascending) LineId (Ascending) SiteId (Ascending) |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| I3TimeStampGMT | Clustered | I3TimeStampGMT (Ascending) SiteId (Ascending) |
The content of this table is a mirror image of the account codes as they are currently configured in CIC. This table is not used on any of the CIC reports. There are plans to remove this table from the database in a future release.
| Log Identifier | Log Name | Table Name |
|---|---|---|
|
74 |
Account Code Mirror |
AccountCodeMirror |
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| AccountCode | nvarchar (50) | False | Depends on customer usage | This is the account/billing code assigned to an interaction. This code is user defined. |
4.0.106.453 | 4.0 Release | |||
| Description | nvarchar (128) | False | Depends on customer usage | Account code description. |
4.0.106.453 | 4.0 Release | |||
| I3TimeStampGMT | datetime | False | No | System supplied date/time when row was sent to the IC Logging server for insertion into the table. |
4.0.106.453 | 4.0 Release | |||
| SiteId | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. |
4.0.106.453 | 4.0 Release | |||
| SubSiteId | smallint | False | No | Not used in the current release. The purpose of this field is to divide use within a site, such as for multiple independent companies on one CIC system. Until CIC has such functionality, this field is zero and is reserved for future use. |
4.0.106.453 | 4.0 Release |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_AccountCodeMirror | Non-clustered | SiteId (Ascending) AccountCode (Ascending) |
| Index Name | Type | Column Name (sort order) |
|---|---|---|
| I3TimeStampGMT | Clustered | I3TimeStampGMT (Ascending) SiteId (Ascending) |
This table counts delivery receipts for the SMS messages sent to end users on cellular phones. This table is not used on any of the CIC reports.
| Log Identifier | Log Name | Table Name |
|---|---|---|
|
75 |
SMS Delivery Receipts |
SMSDeliveryReceipts |
| Column | Data Type (Size) | Is Nullable | Contains PII | Description | Last Change Version | Last Change Reason | CX Insights Name | CX Insights Type | CX Insights Folder Name |
|---|---|---|---|---|---|---|---|---|---|
| StartDateTimeUTC | datetime2 | False | No | Start Date/Time (UTC) when the delivery receipt was received with success or failure for the Interaction ID. This is either Push Time Stamp that comes with the broker http POST parameters or if not specified the timestamp when the delivery receipt is tracked. |
16.4.0.316 | Added for SMS Improvements. | |||
| InteractionIDKey | char (18) | False | No | Call ID (Please refer to Interaction Summary Table) |
16.4.0.316 | Added for SMS Improvements. | |||
| SiteID | smallint | False | No | Site identifier of the source of this interaction row. Used in multi-site rollup to distinguish the origin of data. (Please refer to Interaction Summary Table) |
16.4.0.316 | Added for SMS Improvements. | |||
| SeqNo | tinyint | False | No | SeqNo will only be used when the interaction is persisted and recreated with the same InteractionIDKey. (Please refer to Interaction Summary Table) |
16.4.0.316 | Added for SMS Improvements. | |||
| InteractionID | bigint | False | No | Call ID/Interaction ID of the interaction. This is what displayed in our interaction client. |
16.4.0.316 | Added for SMS Improvements. | |||
| SuccessCount | int | False | No | Amount of messages successfully delivered to the end user for the same InteractionIdKey. |
16.4.0.316 | Added for SMS Improvements. | |||
| FailureCount | int | False | No | Amount of messages that failed to be delivered to the end user for the same InteractionIdKey. |
16.4.0.316 | Added for SMS Improvements. | |||
| AttemptCount | int | False | No | Amount of attempts to deliver messages to the end user for the same InteractionIdKey with the condition that one attempt is allowed per message. If AttemptCount is higher than the sum of SuccessCount and FailureCount for some InteractionIdKey, then the broker did not provide a final delivery status for some messages, so their status is not known. |
16.4.0.316 | Added for SMS Improvements. | |||
| Broker | nvarchar (50) | False | No | The name of the broker source configured in IA that was used for attempting to deliver messages for the same InteractionIdKey. |
16.4.0.316 | Added for SMS Improvements. |
| Primary Key Name | Type | Column Name (sort order) |
|---|---|---|
| PK_SMSDeliveryReceipts | Non-clustered | InteractionIDKey (Ascending) SiteID (Ascending) SeqNo (Ascending) |