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Interaction Tracker Data

Interaction Tracker Data

New schema dbo have been created for Interaction Tracker related tables, sprocs, views and triggers.


AddrType Table

The name of an address type and it's permissions are stored in AddrType table.

AddrType Column Definitions

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
AddrTypeId int False No

A unique numeric identifier for an address type.

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Name nvarchar (30) True Depends on customer usage

The name of an address type. This will be shown wherever address types are displayed. The address types are configured in Interaction Administrator under the Interaction Tracker node.

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InsertionOrder int False No

Represents the order in which address types are displayed in Interaction Desktop.

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Admin_Editable int False No

Stores a value indicating whether or not an address type can be edited in Interaction Center Administrator.

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Version int False No

The version field is used to track changes to an address type.

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AddrType Constraints

Primary Key Name Type Column Name (sort order)
PK_AddrType Clustered AddrTypeId (Ascending)


Index Name Type Column Name (sort order)
IX_AddrType_Name Unique non-clustered Name (Ascending)

AttributeType Table

Columns in AttributeType table indicates which tracker entities are applies to which tracker attribute type. A tracker attribute type can be applied to individuals, organizations, locations and interactions.

AttributeType Column Definitions

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
AttrTypeID int False No

A uniqueue numeric identifier for a Tracker attribute type.

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Name nvarchar (50) False Depends on customer usage

The name of a Tracker attribute type. This will be shown wherever Tracker attribute types are displayed.

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LegalValues nvarchar (2000) True No

This column holds the allowed values that can be configured for each Tracker attribute type. Legal values are not required for Tracker attribute types. If desired, they can be created and configured in Interaction Administrator. The legal values, if configured, will be displayed in a dropdown control in Interaction Desktop wherever Tracker attribute types are displayed.

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ShowIfEmpty tinyint False No

This column indicates whether or not a Tracker attribute type should be displayed in Interaction Desktop if it has no value.

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AppliesTo int False No

This column indicates which Tracker entities a Tracker attribute type applies to. A Tracker attribute type can be applied to individuals, organizations, locations and interactions. Tracker attribute types can be configured in Interaction Administrator.

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Admin_Editable int False No

Stores a value indicating whether or not an address type can be edited by an Interaction Center Administrator.

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Version int False No

The version for the Interaction Tracker attribute type. The version field is used to track changes to a Tracker attribute type.

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AttributeType Constraints

Primary Key Name Type Column Name (sort order)
PK_AttributeType Clustered AttrTypeID (Ascending)


Index Name Type Column Name (sort order)
IX_AttributeType_Name Unique non-clustered Name (Ascending)

ConnectionType Table

The interaction address type that is being assigned to a location in this record is stored in ConnectionType table.

ConnectionType Column Definitions

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
ConnTypeID int False No

A unique numeric identifier for a connection type (interaction address type).

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Name nvarchar (30) False Depends on customer usage

A descriptive name for a connection type (interaction address type).

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Admin_Editable int False No

Stores a value indicating whether or not a connection type (interaction address type) can be edited by an Interaction Center Administrator.

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Version int False No

The version field is used to track changes to a connection type (interaction address type).

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ConnectionType Constraints

Primary Key Name Type Column Name (sort order)
PK_ConnectionType Clustered ConnTypeID (Ascending)


Index Name Type Column Name (sort order)
IX_ConnectionType_Name Unique non-clustered Name (Ascending)

ConnSubType Table

Subtype of connectionType in ConnectionType table.

ConnSubType Column Definitions

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
ConnSubTypeId int False No

A uniqueue numeric identifier for a connection subtype (interaction address subtype).

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Name nvarchar (30) True Depends on customer usage

A descriptive name for a connection subtype (interaction address subtype).

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InsertionOrder int False No

Represents the order in which connection subtypes (interaction address subtypes) are displayed in Interaction Desktop.

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Admin_Editable int False No

Stores a value indicating whether or not a connection subtype (interaction address subtype) can be edited by an Interaction Center Administrator.

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Version int False No

The version field is used to track changes to a connection subtype (interaction address subtype).

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ConnSubType Constraints

Primary Key Name Type Column Name (sort order)
PK_ConnSubType Clustered ConnSubTypeId (Ascending)


Index Name Type Column Name (sort order)
IX_ConnSubType_Name Unique non-clustered Name (Ascending)

IndivAddress Table

IndivAddress table stores the address of an individual.

IndivAddress Column Definitions

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
AddrInstID int False No

A unique numeric identifier for an individual address instance.

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AddrTypeID int False No

This field stores the address type for an individual address. Refer to the AddrType table documentation for information regarding address types.

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IndivID char (22) False Yes

A Globally Unique Identifier (GUID) to uniquely identify the individual that an individual address is assigned to.

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IsDefault tinyint False No

Stores a value indicating whether or not an address is the default address for an individual.

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StreetAddress nvarchar (255) True Potentially

Stores the street address of an individual address.

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City nvarchar (50) True Potentially

Stores the city of an individual address.

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State nvarchar (20) True Potentially

Stores the state of an individual address.

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zip nvarchar (20) True Potentially

Stores the zip code of an individual address.

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Country nvarchar (50) True Potentially

Stores the country of an individual address.

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SystemInsertDate datetime2 True No

Stores the system date time when the individual address was inserted into the database.

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Version int False No

Stores the version of the individual address. The version field is used to track changes to an individual address.

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IndivAddress Constraints

Primary Key Name Type Column Name (sort order)
PK_IndivAddress Non-clustered AddrInstID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_IndivAddress_AddrTypeID AddrTypeID AddrType AddrTypeId Yes
FK_IndivAddress_IndivID IndivID Individual IndivID Yes

Index Name Type Column Name (sort order)
IX_IndivAddress_City Non-clustered City (Ascending)
IX_IndivAddress_IndivID_IsDef Clustered IndivID (Ascending)
IsDefault (Descending)
IX_IndivAddress_SPINTX_RCL Non-clustered AddrTypeID (Ascending)
IndivID (Ascending)
IX_IndivAddress_Zip Non-clustered zip (Ascending)

IndivAttribute Table

IndivAttribute table stores the fields like the actual value of a Tracker attribute assigned to an interaction.

IndivAttribute Column Definitions

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
IndivID char (22) False Yes

The Globally Unique Identifier(GUID) of the individual (contact) that this attribute is assigned to. Refer to the IndivID column of the Individual table.

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AttrTypeID int False No

This field stores the attribute type identifier for an individual attribute. Refer to the AttributeType table for more information about attribute types configured in your system.

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FldVal nvarchar (2000) True No

This field stores the actual value of a Tracker attribute assigned to an individual. For example, if you specify something such as "New Customer" for the predefined Tracker attribute "Remarks" for an individual (contact), the text "New Customer" will be stored in this field.

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Version int False No

Stores the version of an individual attribute. Every time an individual attribute is edited, the version field will be incremented.

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IndivAttribute Constraints

Primary Key Name Type Column Name (sort order)
PK_IndivAttribute Clustered IndivID (Ascending)
AttrTypeID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_IndivAttribute_IndivID IndivID Individual IndivID Yes
FK_IndivAttribute_AttrTypeID AttrTypeID AttributeType AttrTypeID Yes

IndivConnection Table

The connection of an individual (contact) to that of a participant on an interaction is stored in IndivConnection table.

. .

IndivConnection Column Definitions

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
ConnInstID int False No

An identifier for each individual interaction address record in this table.

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IndivID char (22) False Yes

A Globally Unique Identifier(GUID) to uniquely identify the individual (contact) that an interaction address is assigned to. Refer to the Individual table for more information regarding individuals (contacts).

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ConnTypeID int False No

This column stores the identifier for the interaction address type that is being assigned to an individual. Refer to the ConnectionType table for more information regarding connection types (interaction address types) configured in your system.

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ConnSubTypeId int False No

This column stores the identifier for the interaction address subtype that is being assigned to an individual. Refer to the ConnectionSubType table for more information about connection subtypes (intereaction address subtypes) configured in your system.

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Value nvarchar (255) False Yes

This column stores the textual value of an individual interaction address. This value can be an email address, phone number, web url, etc.

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IsDefault tinyint False No

Stores a value indicating whether or not an individual interaction address is the default interaction address for an individual. If this field is 1, this interaction address will be designated as the default interaction address for an individual (contact) in Interaction Desktop.

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SystemInsertDate datetime2 True No

Stores the system date time when the individual interaction address record was inserted into the database.

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Version int False No

Stores the version of an individual interaction address. Every time an individual interaction address is modified, the version field will be incremented.

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IndivConnection Constraints

Primary Key Name Type Column Name (sort order)
PK_IndivConnection Non-clustered ConnInstID (Ascending)
IndivID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_IndivConn_IndivID IndivID Individual IndivID Yes
FK_IndivConn_ConnTypeID ConnTypeID ConnectionType ConnTypeID Yes
FK_IndivConn_ConnSubTypeID ConnSubTypeId ConnSubType ConnSubTypeId Yes

Index Name Type Column Name (sort order)
IX_IndivConn_IndivID_IsDef Clustered IndivID (Ascending)
IsDefault (Descending)
IX_IndivConnection_SPINTX_RCL Non-clustered IndivID (Ascending)
IX_IndivConnection_Value Non-clustered Value (Ascending)

Individual Table

Frst name, last name, company, job title and other full individual's information is stored Individual table.

Individual Column Definitions

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
IndivID char (22) False Yes

A Globally Unique Identifier(GUID) to uniquely identify an Individual (contact).

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IndivTypeID int False No

This column stores the individual type identifier for an individual. E.g. External, Customer, Partner, IC User, etc. Refer to the IndivType table for more information about individual types configured in your system.

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TitleID int True No

This column stores the title identifier for an individual. Refer to the Title table for more information about titles configured in your system.

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LastName nvarchar (50) False Potentially

This column stores the last name for an individual.

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FirstName nvarchar (50) True Potentially

This column stores the first name for an individual.

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MiddleName nvarchar (50) True Potentially

This column stores the middle name for an individual.

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Department nvarchar (50) True Potentially

This column stores the department for an individual.

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Company nvarchar (100) True Potentially

This column stores the company name for an individual.

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JobTitle nvarchar (100) True Potentially

This column stores the job title for an individual.

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AssistantName nvarchar (100) True Depends on customer usage

This column stores the assistant name for an individual.

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IndivImage nvarchar (255) True Depends on customer usage

This column stores the path of an image file for an individual. This is currently not used in Interaction Desktop. You can set a value for this field, but Interaction Desktop does not use it to display images for individuals (contacts).

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IndivURL nvarchar (255) True Depends on customer usage

This column stores the Internet link (URL) for an individual.

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WebLogin nvarchar (100) True Yes

This column stores the web login user id for an individual.

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WebPassword nvarchar (64) True No

This column stores the password for weblogin for an individual.

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WebPasswordKey tinyint True No

This column stores the key for a password for weblogin for an individual.

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ModifyDateTime datetime2 True No

This column stores the date time value for when the record was last modified.

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OrgID char (22) True No

This column stores the organization Id for the Organization this individual belongs to. Refer to the Organization table for more information about organizations configured in your system.

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Active tinyint False No

This column stores a value indicating whether or not an individual is an active individual or not.

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IsPrivate tinyint False No

This column stores a value indicating whether or not an individual is private. If an individual (contact) is marked as private then only the creator of the individual and administrators can access the details about the contact.

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LocID char (22) True No

This column stores the location Id for the location this individual belongs to. Refer to the Locations table for more information about locations configured in your system.

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SiteID smallint True No

Stores the identifier for the site that an individual (contact) is associated with.

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Version int False No

Stores the version of the individual (contact). The version field is used to track changes to individuals.

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AppIndivID nvarchar (255) True Yes

This field can be used as a customization point. It can represent anything that meets the need of a business.

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ICUserID nvarchar (50) True Yes

If an individual is an Interaction Center User, this column stores the Interaction Center user identifier for the user.

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OwnerID nvarchar (50) True No

This column stores the Interaction Center User ID of the Interaction Center User that created the individual (contact).

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ExtID nvarchar (255) True Yes

This column stores the identifier in an external system for an individual that was imported from an external source. Currently, there is no Interaction Center process that populates this column.

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ExtSource nvarchar (64) True Depends on customer usage

This column stores the name of the external source that an individual was imported from. Currently, there is no Interaction Center process that populates this column.

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UserSecChecksum int True No

A checksum value to ensure that the individual changes are modified by authorized means.

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Individual Constraints

Primary Key Name Type Column Name (sort order)
PK_Individual Clustered IndivID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_Individual_IndivTypeID IndivTypeID IndivType IndivTypeID Yes
FK_Individual_TitleID TitleID Title TitleID Yes
FK_Individual_OrgID OrgID Organization OrgID Yes
FK_Individual_LocID LocID Location LocID Yes

Index Name Type Column Name (sort order)
IX_Ind_AppIndivID_ExtSource Non-clustered AppIndivID (Ascending)
ExtSource (Ascending)
IX_Ind_ExtID_ExtSource Non-clustered ExtID (Ascending)
ExtSource (Ascending)
IX_Ind_UserId_Active Non-clustered ICUserID (Ascending)
ACTIVE (Ascending)
IX_Ind_LocID_Act_LN_FN_MN_Pvt Non-clustered LocID (Ascending)
Active (Descending)
LastName (Ascending)
FirstName (Ascending)
MiddleName (Ascending)
IsPrivate (Ascending)
IX_Indiv_covering Non-clustered LastName (Ascending)
FirstName (Ascending)
MiddleName (Ascending)
OrgID (Ascending)
LocID (Ascending)
IndivTypeID (Ascending)
Active (Descending)
IsPrivate (Ascending)
IX_Indiv_LocID_Act_ICUID_Pvt Non-clustered LocID (Ascending)
Active (Descending)
ICUserID (Ascending)
IsPrivate (Ascending)
IX_Indiv_OrgID_Act_ICUID_Pvt Non-clustered OrgID (Ascending)
Active (Descending)
ICUserID (Ascending)
IsPrivate (Ascending)
IX_Individual_ICUserID Non-clustered ICUserID (Ascending)
IX_Individual_LastName Non-clustered LastName (Ascending)
IX_Individual_OwnerID Non-clustered OwnerID (Ascending)
IX_Individual_SPINTX_RCL Non-clustered IndivID (Ascending)
IndivTypeID (Ascending)
OrgID (Ascending)
LocID (Ascending)

IndivType Table

IndivType table.

IndivType Column Definitions

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
IndivTypeID int False No

This column stores the identifier of an individual type.

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Name nvarchar (30) False No

This column stores the name of an individual type.

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Admin_Editable int False No

This column stores a value indicating whether or not an individual type can be edited by an Interaction Center Administrator.

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Version int False No

Stores the version of the individual type. The version field is used to track changes to individual types.

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IndivType Constraints

Primary Key Name Type Column Name (sort order)
PK_IndivType Clustered IndivTypeID (Ascending)


Index Name Type Column Name (sort order)
IX_IndivType_Name Unique non-clustered Name (Ascending)

InteractionAttribute Table

The infomration related to tracker attribute assigned to an interaction (e.g. Product Inquiry) is stored in InteractionAttribute table.

InteractionAttribute Column Definitions

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
AttrTypeID int False No

This column stores the Tracker attribute type identifier for the Tracker attribute type that is associated an interaction. Refer to the AttrTypeID column of the AttributeType table.

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IntxID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify an interaction. Refer to the IntxId column of the IntxSegment table.

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FldVal nvarchar (2000) True No

This field stores the actual value of a Tracker attribute assigned to an interaction. For example, if there is a Tracker attribute type called "Reason for Call" defined in Interaction Administrator, you can specify something such as "Product Inquiry" for this Tracker attribute type using Interacion Desktop. Then, the text "Product Inquiry" will be stored in this field.

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Version int False No

Stores the version for the Tracker interaction attribute record. The version field is used to track changes to Tracker interaction attribute records. Every time an attribute value is modified, the version field will be increment.

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InteractionAttribute Constraints

Primary Key Name Type Column Name (sort order)
PK_InteractionAttribute Clustered AttrTypeID (Ascending)
IntxID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_IntxAttr_AttrTypeID AttrTypeID AttributeType AttrTypeID Yes
FK_IntxAttr_IntxID IntxID IntxSegment IntxID Yes

Intx_Participant Table

Who all are were the part of interaction like name, role of the participant, security level of initiator etc Intx_Participant table is used.

Intx_Participant Column Definitions

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
IntxID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify an interaction segment. Refer to the IntxId column of the IntxSegment table. An interaction will have multiple segments.

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Intx_Part_ID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify a participant in a segment for an interaction.

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IndivID char (22) False Yes

The individual ID of an individual (contact) that is a participant on an interaction. Refer to the IndivID column of the Individual table. If there is no record in the Individual table for a participant, the Unknown Individual identifier

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Role tinyint False No

This column represents the role of the participant in an interaction scenario. The role can be one of the following types { Unknown - 0, Initiator - 1, Respondent - 2, Participant(for Conferences) - 3.}

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HowEnded tinyint True No

This column stores a value indicating how an interaction segment for a participant ended. A segment for a participant can end with the following How Ended codes:

  • eSegHowEndedType_Unknown = -1, Used for (some) initializations, or when a conversion is invalid, etc.
  • eSegHowEndedType_NotEnded = 0, The segment is still active.
  • eSegHowEndedType_Disconnect = 1, The interaction was disconnected.
  • eSegHowEndedType_LocalDisconnect = 2, The interaction was disconnected by the local party.
  • eSegHowEndedType_RemoteDisconnect = 3, The interaction was disconnected by the remote party.
  • eSegHowEndedType_Transfer = 4, The interaction had a party transferred.
  • eSegHowEndedType_LocalTransfer = 5, The interaction had a party transferred locally.
  • eSegHowEndedType_RemoteTransfer = 6, The interaction had a party transferred remotely.
  • eSegHowEndedType_Conference = 7, The interaction had a conference created on it.
  • eSegHowEndedType_System = 8, The interaction went into non-IVR system processing.
  • eSegHowEndedType_Interact = 9, The interaction went to an interact/connect segment.
  • eSegHowEndedType_Messaging = 10, The interaction went into voicemail or other messaging.
  • eSegHowEndedType_Alert = 11, The interaction went to alerting.
  • eSegHowEndedType_Hold = 12, The interaction went on hold of the controlling party.
  • eSegHowEndedType_Retrieve = 13, The interaction had a retrieve action.
  • eSegHowEndedType_Park = 14, The interaction went to park.
  • eSegHowEndedType_ConsultTransfer = 15, The interaction had a party consult transferred.
  • eSegHowEndedType_Grabbed = 16, The interaction was grabbed.
  • eSegHowEndedType_WorkgroupChanged = 17, The servicing workgroup changed (maybe to none)
  • eSegHowEndedType_IVR = 18, The interaction went into IVR.
  • eSegHowEndedType_Suspend = 19, The interaction was suspended
  • eSegHowEndedType_Delay = 20, The interaction went into a wait (usually in a workgroup queue)
  • eSegHowEndedType_Survey = 21, The interaction went into survey/feedback
  • eSegHowEndedType_Snoozed = 22, The interaction went into snooze.
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WrapUpCode nvarchar (50) True Depends on customer usage

This column represents the wrap up code entered by a participant for an interaction segment.

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CallIDKey char (18) False No

This column represents the InteractionId key or CallId ey set on a participant for an interaction segment. Participants belonging to the same interaction segment will have the same value for this column.

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Recorded tinyint False No

Stores a value indicating whether or not a segment was recorded for a participant. This column is 1 if the participant leg of the interaction was recorded.

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ConnValue nvarchar (255) True Yes

This column stores the connection value for a participant in an interaction segment. This value comes from the IndivConnection table for the matching participant IndivID.

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DisplayName nvarchar (128) True Yes

This column stores the display name of a participant. This value comes from the Reverse White Pages lookup.

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StationName nvarchar (50) True Depends on customer usage

This column stores the station name of a participant in an interaction segment. This value comes from Reverse White Pages lookup.

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Version int False No

Stores the version of a segment participant record. The version field is used to track changes to the record. This is typically used for migration purposes.

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StartDateTime datetime2 False No

This column stores the start date time-stamp of the segment participant record.

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Duration int True No

This column stores a value (in seconds) that indicates how long this participant was a participant in an interaction segment. Each participant in a segment can have different durations. For example, in a conference segment, the participants can enter and leave the conference at different times. Therefore, the participant records for the conference segment will have different durations.

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IntxPartDateOffset int True No

This column stores the IC Server date offset from GMT in seconds for Intx_Participant table records.

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RecordingStartOffset int True No

This is not used.

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RecordingStopOffset int True No

This is not used.

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SecLevelRequested tinyint True No

This column stores the requested security level for a segment. This is a specialized feature in Interaction Center.

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SecLevelViolationError nvarchar (128) True No

This column stores any security level violation error for an interaction segment.

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WrapupSegmentID smallint True No

This column stores the wrapup segment identifier for an interaction segment.

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EnumUpdateFlag tinyint False No

This column stores a value indicating whether or not the HowEnded column value was updated due to enumerated value changes. The enumerated values for the HowEnded column were not consistent between 3.0 and 4.0 versions. To correct the enumerated values in 4.0, any data records inserted prior to and including 3.0 SU3 need to have the value for HowEnded modified. To accomplish this, a database script was run. The impacted records will have this column value set to 1.

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Intx_Participant Constraints

Primary Key Name Type Column Name (sort order)
PK_Intx_Participant Non-clustered Intx_Part_ID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_Intx_Participant_IntxID IntxID IntxSegment IntxID Yes
FK_Intx_Participant_IndivID IndivID Individual IndivID Yes

Index Name Type Column Name (sort order)
IX_Intx_Participant_CallIDKey Non-clustered CallIDKey (Ascending)
IX_Intx_Participant_ConnValue Non-clustered ConnValue (Ascending)
IX_Intx_Participant_INCL Non-clustered Role (Ascending)
IntxID (Ascending)
Intx_Part_ID (Ascending)
IndivID (Ascending)
IX_Intx_Participant_InDivID_2 Unique non-clustered IndivID (Ascending)
StartDateTime (Ascending)
Intx_Part_ID (Ascending)
IntxID (Ascending)
IX_Intx_Participant_IntxID_2 Unique non-clustered IntxID (Ascending)
StartDateTime (Ascending)
Intx_Part_ID (Ascending)
IndivID (Ascending)
IX_StartDT Clustered StartDateTime (Ascending)

IntxAnnotation Table

IntxAnnotation table stores the actual annotation/notes added to an interaction.

IntxAnnotation Column Definitions

IntxAnnotation Constraints



IntxAttributeCID Table

IntxAttributeCID table stores the information like an attribute on email interactions other than Conversation Identifier(CID).

IntxAttributeCID Column Definitions

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
IntxID char (22) False No

This column stores GUID (Globally Unique Identifier) to uniquely identify an interaction segment. Refer to the IntxSegment table to find matching interaction segment identifiers and other interaction segment specific details.

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Intx_Part_ID char (22) False No

This column stores GUID (Globally Unique Identifier) to uniquely identify an interaction segment participant. Refer to the Intx_Participant table to find matching participant identifiers and other participant specific details.

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ConversationID char (39) False No

This column stores the conversation Identifier for email interactions when the IC Server has Conversation IDs enabled. Conversation identifiers are displayed in the subject line of emails. They are used to implement threaded email interactions. E-mail threads can be seen on the Conversation History tab of the Related Items view in Interaction Desktop.

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ConversationAttribute nvarchar (4000) True No

This column stores an attribute on email interactions other than Conversation Identifier (CID).

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EventDateTime datetime2 False No

This column stores the start date time-stamp of the segment that has the conversation identifier attribute set.

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ExtID nvarchar (256) True Yes

This column stores the external identifier for an individual who is a participant in an email interaction.

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Version int False No

Version for an IntxAttributeCID record. Reserved for future use.

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IntxAttributeCID Constraints

Primary Key Name Type Column Name (sort order)
PK_IntxAttributeCID Non-clustered IntxID (Ascending)
Intx_Part_ID (Ascending)
ConversationID (Ascending)


Index Name Type Column Name (sort order)
IX_Intx_AttrCID_EventDT Clustered EventDateTime (Ascending)

IntxSegment Table

An interaction will have multiple segments. Segment IDs in the IntxSegment table allows entire segment chain for an interaction to be constructed in chronological order.

IntxSegment Column Definitions

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
IntxID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify an interaction segment.

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IntxTypeID int False No

An identifier to specify the type of interaction. This value comes from the IntxTypeId column of the IntxType table.

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Version int False No

Stores the version of an IntxSegment record. This column tracks changes to IntxSegment records.

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AppIncidentID nvarchar (255) True No

This column stores the value of the Eic_TrackerAppIncidentId attribute for an interaction. If the attribute is not set then NULL will be logged in this column.

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AssignedWorkGroup nvarchar (50) True Depends on customer usage

This column stores the assigned workgroup for an interaction segment. An interaction can be assigned to different workgroups over its lifetime. Every time an interaction is assigned to a different workgroup, the workgroup name for the segment will be stored here.

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EmailSubject nvarchar (100) True Depends on customer usage

This column stores the subject of an email interaction.

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EmailPriority tinyint True No

This column stores the priority of an email interaction. For non-email interactions, this column value will be 0.

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EmailCC nvarchar (200) True Yes

This column stores the email addresses that were carbon copied on an email interaction.

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SiteID smallint True No

This column stores the site identifier for an interaction segment. This is a way to differentiate between interaction segments that existed on different sites.

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ConferenceID int True No

This column stores the conference identifier. For non-conference interactions, this column value will be 0.

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IsPrivate tinyint False No

This column stores a value indicating whether or not an interaction was marked as private. 0 = Not Private 1 = Private

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SegmentLog nvarchar (2000) True No

The segment log is a running log of the state of an interaction as it traverses the Interaction Center System. As new segments are created during the lifetime of an interaction, the segment details of each new segment is appended to the prior segment log.

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SegmentType int False No

This column stores segment type for an interaction. Valid segment type values are:

  • eINTXSEG_TYPE_UNKNOWN = 0, Unknown Segment. This segment type is not usual and will not be used under normal circumstances.
  • eINTXSEG_TYPE_ALERT = 1, Alert Segment. This represents the alerting state of an interaction and occurs when an interaction is alerting a user. (E.g. their phone is ringing.)
  • eINTXSEG_TYPE_SYSTEM = 2, System Segment. This represents the system state of an interaction and occurs when an interaction is not currently assigned to a user or queue.
  • eINTXSEG_TYPE_WORKGROUPQUEUE = 4, Queue Segment. This represents the assignment of an interaction to a workgroup queue.
  • eINTXSEG_TYPE_HOLD = 8, Hold Segment. This represents the hold state of an interaction. This occurs when a user places an interaction on hold.
  • eINTXSEG_TYPE_MESSAGING = 16, Messaging Segment. This represents the messaging state of an interaction and occurs when a call goes to an agent's voicemail.
  • eINTXSEG_TYPE_INTERACT = 32, Connect Segment. This represents the connected state and occurs when an interaction is connected for both participants.
  • eINTXSEG_TYPE_CONFERENCE = 64, Conference Segment. This represents the conference state and occurs when a conference is created among participants.
  • eINTXSEG_TYPE_CONSULTCALL = 128, Consult Segment. This represents the consult state of a call and occurs when a user places a consult call to another user.
  • eINTXSEG_TYPE_NOTANSWERED = 256, Abandoned Segment. This represents an abandoned interaction and occurs when the remote party hangs up before an interaction is answered.
  • eINTXSEG_TYPE_SECURITYCHANGE = 512, Security Change Segment. This represents a security change state of an interaction and occurs when the security change attribute is set on an interaction.
  • eINTXSEG_TYPE_SUSPENDED = 1024, Suspended Interaction Segment. This represents the suspended state of an interaction.
  • eINTXSEG_TYPE_IVR = 2048, IVR Segment. This represents the IVR state of an interaction and occurs when an interaction is in the IVR.
  • eINTXSEG_TYPE_PARK = 4096, Park Segment. This represents the park state of an interaction and occurs when an interaction is parked.
  • eINTXSEG_TYPE_ATTRIBUTE_CHANGED = 8192, Not used.
  • eINTXSEG_TYPE_OFFERING = 16384, Not logging for now as it doesn't convey meaningful information about the interaction segment.
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IntxInstantiatedDateTime datetime2 True No

This column stores the initiation date time-stamp of an interaction. This value remains same for all segments of an interaction.

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AccountCode nvarchar (50) True Depends on customer usage

This column stores the account code for an interaction. Account codes first need to be enabled and added in Interaction Administrator. An account code will only be logged for a segment if an agent assigns one on an interaction.

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PrevIntxID char (22) True No

This column stores the value of the IntxID column from the previous segment. This allows the entire segment chain for an interaction to be constructed in chronological order. (For display in user interfaces for instance.)

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NextIntxID char (22) True No

This column stores the value of the IntxID column for the next segment. This allows the entire segment chain for an interaction to be constructed in chronological order. (For display in user interfaces for instance.)

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StartDateTime datetime2 False No

This column stores the start date time-stamp of an interaction segment.

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Duration int True No

This column stores the duration (in seconds) of a segment.

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IntxDirection tinyint False No

This column stores the direction of interaction. Valid values for this column are:

  • eINTX_DIRECTION_TYPE_UNKNOWN = 0, This value is not normal and will not be logged under normal circumstances.
  • eINTX_DIRECTION_TYPE_INBOUND = 1, The interaction is inbound to the agent.
  • eINTX_DIRECTION_TYPE_OUTBOUND = 2, The interaction is outbound for an agent.
  • eINTX_DIRECTION_TYPE_INTERCOM = 3, The interaction is an intercom call. This is deprecated.
  • eINTX_DIRECTION_TYPE_INTERCOM_INBOUND = 4, The interaction is intercom and is inbound for the agent.
  • INTX_DIRECTION_TYPE_INTERCOM_OUTBOUND = 5, The interaction is intercom and is outbound for the agent.
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IntxSegmentDateOffset int True No

This column stores the date time offset (in seconds) for an interaction segment. The offset is the difference between GMT and the IC Server local time.

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ModifyDateTime datetime2 True No

This column stores the modified date time for an interaction segment. An interaction segment record can be modified after it is inserted. The value in this column stores the date time of last modification.

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SecLevelActual tinyint True No

This column stores the actual security level for an interaction segment. This can be different from the requested security level.

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IntxSegment Constraints

Primary Key Name Type Column Name (sort order)
PK_IntxSegment Non-clustered IntxID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_IntxSegment_IntxTypeID IntxTypeID IntxType IntxTypeID Yes

Index Name Type Column Name (sort order)
IX_IntxSegment_AppIncID Non-clustered AppIncidentID (Ascending)
IX_IntxSegment_AssnWrkGrp Non-clustered AssignedWorkGroup (Ascending)
IX_IntxSegment_INCL Non-clustered SegmentType (Ascending)
IntxID (Ascending)
IntxTypeID (Ascending)
IX_IntxSegment_StartDateTime Clustered StartDateTime (Ascending)

IntxType Table

IntxType table.

IntxType Column Definitions

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
IntxTypeID int False No

An identifier for the interaction type

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Name nvarchar (30) False Depends on customer usage

This column stores the name for an interaction type. Valid values are :

  • eINTX_TYPE_UNKNOWN = 0, unknown interaction type. This is not used under normal circumstances.
  • eINTX_TYPE_CALL = 1, Call Interaction
  • eINTX_TYPE_CHAT = 2, Chat Interaction
  • eINTX_TYPE_EMAIL = 3, Email Interaction
  • eINTX_TYPE_FAX = 4, Fax Interaction
  • eINTX_TYPE_WEBCOLLABORATION = 5, Web Collaboration Interaction
  • eINTX_TYPE_INSTANTQUESTION = 6, Instant Question Interaction
  • eINTX_TYPE_GENERICOBJECT = 7, Generic Object Interaction
  • eINTX_TYPE_WORKFLOW_ITEM_OBJECT = 8, Workflow Item Object (IPA) Interaction
  • eINTX_TYPE_SMS = 9, SMS Interaction
  • eINTX_TYPE_CALLBACK = 10, Callback Interaction
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Admin_Editable int False No

Stores a value indicating whether or not the interaction type is editable by the administrator.

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Version int False No

Stores the version for the interaction type.

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IntxType Constraints

Primary Key Name Type Column Name (sort order)
PK_IntxType Clustered IntxTypeID (Ascending)


Index Name Type Column Name (sort order)
IX_IntxType_Name Unique non-clustered Name (Ascending)

LocAddress Table

LocAddress table stores the location of individual belongs to like city, state, country, zip code etc.

LocAddress Column Definitions

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
AddrInstID int False No

An identifier for each location address created in Interaction Center.

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AddrTypeID int False No

This column stores an identifier to represent the address type. Refer to the AddTypeId column in the AddrType table for information on address types.

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LocID char (22) False No

This column stores a GUID (Globally Unique Identifier) to uniquely identify a location address.

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StreetAddress nvarchar (255) True Depends on customer usage

This column stores the street address for a location address.

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City nvarchar (50) True Depends on customer usage

This column stores the city for a location address.

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State nvarchar (20) True Depends on customer usage

This column stores the state for a location address.

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Zip nvarchar (20) True Depends on customer usage

This column stores the zip code for a location address.

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Country nvarchar (50) True Depends on customer usage

This column stores the country for a location address.

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IsDefault tinyint False No

This column stores a value indicating whether or not the location address is the default address for this location.

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IsDefForIndiv tinyint False No

This column tells if the location address is the default address for individual assigned to this location.

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SystemInsertDate datetime2 True No

Stores the system date time when the location address record was inserted into the database.

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Version int False No

Stores the version of the location address record. Every time a location address is edited, the version will be incremented.

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LocAddress Constraints

Primary Key Name Type Column Name (sort order)
PK_LocAddress Non-clustered AddrInstID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_LocAddress_AddrTypeId AddrTypeID AddrType AddrTypeId Yes
FK_LocAddress_LocID LocID Location LocID Yes

Index Name Type Column Name (sort order)
IX_LocAddress_City Non-clustered City (Ascending)
IX_LocAddress_LocID_IsDef Clustered LocID (Ascending)
IsDefault (Descending)
IX_LocAddress_Zip Non-clustered Zip (Ascending)

Location Table

Address is active or inactive, when it last time modified such information is stored in Location table.

Location Column Definitions

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
LocID char (22) False No

This column stores a Globally Unique Identifier(GUID) to uniquely identify a location.

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OrgID char (22) True No

This column stores the GUID (Globally Unique Identifier) of the organization that this location is assigned to. Refer to the OrgId column in the Organization table.

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Name nvarchar (100) False Depends on customer usage

This column stores the name of the location.

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Active tinyint False No

This column stores a value indicating whether or not the location is an active location.

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IsPrivate tinyint False No

This column stores a value indicating whether or not the location is a private location. Private locations can only be accessed by the IC User that created them and by Interaction Center Administrators.

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Version int False No

Stores the version for the location record. Every time a location is edited, the version will be incremented.

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AppLocID nvarchar (255) True Depends on customer usage

This field can be used as a customization point. It can represent anything that meets the need of a business.

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OwnerID nvarchar (50) True No

This column stores the IC User ID of the IC User that created this location.

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ExtID nvarchar (255) True Depends on customer usage

This column stores the external identifier in an external system for a location that was imported from an external source. Currently, there is no Interaction Center process that populates this column.

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ExtSource nvarchar (64) True Depends on customer usage

This column stores the name of the external source that a location was imported from. Currently, there is no Interaction Center process that populates this column.

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UnknownIndivID char (22) True Yes

This column stores the individual Identifier (IndivId) for an unknown individual who created this location.

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SiteID smallint True No

The column stores the site identifier for a location record.

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ModifyDateTime datetime2 True No

This column stores the date time-stamp when this location was last modified.

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Location Constraints

Primary Key Name Type Column Name (sort order)
PK_Location Clustered LocID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_Location_OrgID OrgID Organization OrgID Yes

Index Name Type Column Name (sort order)
IX_Loc_AppLocID_ExtSource Non-clustered AppLocID (Ascending)
ExtSource (Ascending)
IX_Loc_ExtID_ExtSource Non-clustered ExtID (Ascending)
ExtSource (Ascending)
IX_Location_Name_Active Non-clustered Name (Ascending)
Active (Descending)
IX_Location_OrgID_Active_Name Unique non-clustered OrgID (Ascending)
Active (Descending)
Name (Ascending)

LocAttribute Table

LocAttribute table.

LocAttribute Column Definitions

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
LocID char (22) False No

This column stores a GUID (Globally Unique Identifier) to uniquely identify a location. Refer to the LocID column in the Location table.

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AttrTypeID int False No

This column stores an identifier for attribute types. Refer to the AttrTypeID column of the AttributeType table.

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FldVal nvarchar (2000) True No

This column stores the actual value for the location attribute.

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Version int False No

Stored the version for the LocAttribute record. Every time a location attribute is modified, the version field will be incremented.

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LocAttribute Constraints

Primary Key Name Type Column Name (sort order)
PK_LocAttribute Clustered LocID (Ascending)
AttrTypeID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_LocAttribute_LocID LocID Location LocID Yes
FK_LocAttribute_AttrTypeID AttrTypeID AttributeType AttrTypeID Yes

LocConnection Table

LocConnection table.

LocConnection Column Definitions

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
ConnInstID int False No

This column stores an identifier for LocConnection records.

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ConnTypeID int False No

This column stores the identifier for the interaction address type that is being assigned to a location in this record. Refer to the ConnectionType (interaction address type) table for more information about connection types (intereaction address types) configured in your system.

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ConnSubTypeId int False No

This column stores the identifier for the interaction address subtype that is being assigned to a location in this record. Refer to the ConnectionSubType (interaction address subtype) table for more information about connection subtypes (intereaction address subtypes) configured in your system.

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LocID char (22) False No

This column stores the Globally Unique Identifier(GUID) of the location that the interaction address in this record is being assigned to. Refer to the Location table for more information about locations.

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Value nvarchar (255) False Depends on customer usage

This column stores the textual value of a location interaction address. This value can be an email address, phone number web url, etc.

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IsDefault tinyint False No

This column stores a value indicating whether or not the interaction address is the default interaction address for the location.

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IsDefForIndiv tinyint False No

This column stores a value indicating whether or not the interaction address is the default interaction address for individuals (contact) at this location.

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SystemInsertDate datetime2 True No

This column stores the date time-stamp when this location interaction address was inserted into the database.

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Version int False No

Version for the LocConnection table record. Every time a location connection is modified, the version field will be incremented.

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LocConnection Constraints

Primary Key Name Type Column Name (sort order)
PK_LocConnection Non-clustered ConnInstID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_LocConnection_ConnTypeID ConnTypeID ConnectionType ConnTypeID Yes
FK_LocConn_ConnSubTypeId ConnSubTypeId ConnSubType ConnSubTypeId Yes
FK_LocConnection_LocID LocID Location LocID Yes

Index Name Type Column Name (sort order)
IX_LocConn_LocID_IsDef Clustered LocID (Ascending)
IsDefault (Descending)
IX_LocConnection_Value Non-clustered Value (Ascending)

OrgAddress Table

Organization address details like Street, city, zip code etc of an organization's shipping address stored in OrgAddress table.

OrgAddress Column Definitions

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
AddrInstID int False No

An identifier for Organization address records.

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AddrTypeID int False No

This column stores an identifier to represent the address type. Refer to the AddTypeId column in the AddrType table for more information about address types.

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OrgID char (22) False No

This column stores a Globally Unique Identifier(GUID) to uniquely identify the organization that an address is assigned to.

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StreetAddress nvarchar (255) True Depends on customer usage

This column stores the street address for an organization address.

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City nvarchar (50) True Depends on customer usage

This column stores the city for an organization address.

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State nvarchar (20) True Depends on customer usage

This column stores the state for an organization address.

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Zip nvarchar (20) True Depends on customer usage

This column stores the zip code for an organization address.

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Country nvarchar (50) True Depends on customer usage

This column stores the country for an organization address.

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IsDefault tinyint False No

This column stores a value indicating whether or not an organization address is the default address for an organization.

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IsDefForLoc tinyint False No

This column stores a value indicating whether or not an organization address is the default address for the locations of an organization.

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IsDefForIndiv tinyint False No

This column stores a value indicating whether or not an organization address is the default address for the individuals (contacts) of an organization.

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SystemInsertDate datetime2 True No

Stores the system date time when the organization address record was inserted into the database.

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Version int False No

Stores the version for an organization address record. Every time organization address is modified, the version field will be incremented.

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OrgAddress Constraints

Primary Key Name Type Column Name (sort order)
PK_OrgAddress Non-clustered AddrInstID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_OrgAddress_AddrTypeId AddrTypeID AddrType AddrTypeId Yes
FK_OrgAddress_OrgID OrgID Organization OrgID Yes

Index Name Type Column Name (sort order)
IX_OrgAddress_City Non-clustered City (Ascending)
IX_OrgAddress_OrgID_IsDef Clustered OrgID (Ascending)
IsDefault (Descending)
IX_OrgAddress_Zip Non-clustered Zip (Ascending)

Organization Table

Organization name, type, active status, owner id etc is stored in Organization table.

Organization Column Definitions

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
OrgID char (22) False No

This column stores a Globally Unique Identifier(GUID) to uniquely identify an organization.

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Name nvarchar (100) False Depends on customer usage

This column stores the name of an organization.

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OrgTypeID int True No

This column stores the identifier for the organization type of an organization. Refer to the OrgTypeID column of the OrgType table for more information about organization types.

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Active tinyint False No

This column stores a value indicating whether or not the organization is an active organization.

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IsPrivate tinyint False No

This column stores a value indicating whether or not the organization is a private organization.

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Version int False No

Stores the version for an organization record. Every time an organization is modified, the version field will be incremented.

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AppOrgID nvarchar (255) True Depends on customer usage

This field can be used as a customization point. It can represent anything that meets the need of a business.

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OwnerID nvarchar (50) True No

This column stores the IC User ID of the IC User that created this organization.

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ExtID nvarchar (255) True Depends on customer usage

This column stores the external identifier in an external system for an organization that was imported from an external source. Currently, there is no Interaction Center process that populates this column.

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ExtSource nvarchar (64) True Depends on customer usage

This column stores the name of the external source that an organization was imported from. Currently, there is no Interaction Center process that populates this column.

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UnknownIndivID char (22) True Yes

This column stores the individual Identifier (IndivId) for an unknown individual who created this organization.

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SiteID smallint True No

The column stores the site identifier for an organization.

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ModifyDateTime datetime2 True No

This column stores the date time-stamp when an organization was last modified.

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Organization Constraints

Primary Key Name Type Column Name (sort order)
PK_Organization Clustered OrgID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_Organization_OrgTypeID OrgTypeID OrgType OrgTypeID Yes

Index Name Type Column Name (sort order)
IX_Org_AppOrgID_ExtSource Non-clustered AppOrgID (Ascending)
ExtSource (Ascending)
IX_Org_ExtID_ExtSource Non-clustered ExtID (Ascending)
ExtSource (Ascending)
IX_Org_Name_Active Unique non-clustered Name (Ascending)
Active (Descending)

OrgAttribute Table

OrgAttribute table.

OrgAttribute Column Definitions

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
OrgID char (22) False No

The Globally Unique Identifier(GUID) of the organization that an attribute is assigned to. Refer to the OrgID column of the Organization table.

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AttrTypeID int False No

This column stores the identifier of the Tracker Attribute type being assigned to an organization. Refer to the AttrTypeID column of the AttributeType table.

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FldVal nvarchar (2000) True No

This column stores the actual value for an organization attribute.

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Version int False No

Stores the version of an organization attribute. Every time an organization attribute is edited, the version field will be incremented.

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OrgAttribute Constraints

Primary Key Name Type Column Name (sort order)
PK_OrgAttribute Clustered OrgID (Ascending)
AttrTypeID (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_OrgAttribute_OrgID OrgID Organization OrgID Yes
FK_OrgAttribute_AttrTypeID AttrTypeID AttributeType AttrTypeID Yes

OrgConnection Table

OrgConnection table.

OrgConnection Column Definitions

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
ConnInstId int False No

This column stores an identifier for OrgConnection records.

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ConnTypeID int False No

This column stores the identifier for the interaction address type that is being assigned to an organization. Refer to the ConnectionType (interaction address type) table for more information about connection types (intereaction address types) configured in your system.

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ConnSubTypeId int False No

This column stores the identifier for the interaction address subtype that is being assigned to an organization. Refer to the ConnectionSubType (interaction address subtype) table for more information about connection subtypes (intereaction address subtypes) configured in your system.

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OrgID char (22) False No

This column stores the Globally Unique Identifier(GUID) of the organization that an interaction address is being assigned to. Refer to the Organization table for more information about organization.

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Value nvarchar (255) False Depends on customer usage

This column stores the textual value of an organization interaction address. This value can be an email address, phone number web url, etc.

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IsDefault tinyint False No

This column stores a value indicating whether or not an interaction address is the default interaction address for an organization.

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IsDefForLoc tinyint False No

This column stores a value indicating whether or not an interaction address is the default interaction address for the locations of an organization.

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IsDefForIndiv tinyint False No

This column stores a value indicating whether or not an interaction address is the default interaction address for individuals (contacts) in an organization.

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SystemInsertDate datetime2 True No

This column stores the date time-stamp when an organization interaction address was inserted into the database.

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Version int False No

Stores the version of an organization interaction address. Every time an organization interaction address is modified, the version field will be incremented.

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OrgConnection Constraints

Primary Key Name Type Column Name (sort order)
PK_OrgConnection Non-clustered ConnInstId (Ascending)

Foreign Key Name Column Reference Table Reference Column Indexed
FK_OrgConnection_ConnTypeID ConnTypeID ConnectionType ConnTypeID Yes
FK_OrgConn_ConnSubTypeId ConnSubTypeId ConnSubType ConnSubTypeId Yes
FK_OrgConnection_OrgID OrgID Organization OrgID Yes

Index Name Type Column Name (sort order)
IX_OrgConnection_OrgID_IsDef Clustered OrgID (Ascending)
IsDefault (Descending)
IX_OrgConnection_Value Non-clustered Value (Ascending)

OrgType Table

OrgType table.

OrgType Column Definitions

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
OrgTypeID int False No

This column stores the identifier for an organization type.

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Name nvarchar (20) False Depends on customer usage

This column stores the name of an organization type.

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Admin_Editable int False No

This column stores a value indicating whether or not an organization type can be edited by an Interaction Center Administrator.

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Version int False No

Stores the version of an organization type. The version field is used to track changes to organization types.

 4.0.106.453 4.0 Release

OrgType Constraints

Primary Key Name Type Column Name (sort order)
PK_OrgType Clustered OrgTypeID (Ascending)


Index Name Type Column Name (sort order)
IX_OrgType_Name Unique non-clustered Name (Ascending)

Relationship Table

Relationship table inforamtion used in multi-site rollup to distinguish the origin of data.

Relationship Column Definitions

Relationship Constraints



RelationshipDescription Table

RelationshipDescription table describes the relationship of sites. Refer Relationship table.

RelationshipDescription Column Definitions

RelationshipDescription Constraints



Title Table

Organization title, id is stored in Title table.

Title Column Definitions

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
TitleID int False No

Stores the identifier for a title.

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Name nvarchar (20) False Depends on customer usage

This column stores the textual value of a title. E.g. Mr., Mrs., Jr., Dr., etc.

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Admin_Editable int False No

This column stores a value indicating whether or not a title is editable by the administrator.

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Version int False No

Stores the version of a title. Every time a title is edited, the version field will be incremented.

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Title Constraints

Primary Key Name Type Column Name (sort order)
PK_Title Clustered TitleID (Ascending)


Index Name Type Column Name (sort order)
IX_Title_Name Unique non-clustered Name (Ascending)

UserObjectSecurity Table

UserObjectSecurity table stores the object security information used internally by Interaction Tracker.

UserObjectSecurity Column Definitions

UserObjectSecurity Constraints



UserUUID Table

UserUUID table stores the Unique User Identifier (UUID) of the corresponding user.

UserUUID Column Definitions

UserUUID Constraints



IndivDetails view

IndivDetails view.

IndivDetails Schema

IndivSummary view

IndivSummary view.

IndivSummary Schema

Interactions view

Interactions view.

Interactions Schema

InteractionsByUserStation view

InteractionsByUserStation view.

InteractionsByUserStation Schema

INTX_VERSION view

INTX_VERSION view.

INTX_VERSION Schema

LocDetails view

Location details related to billing like billing city, business city etc is stored in addressLocDetails view.

LocDetails Schema

LocSummary view

LocSummary view.

LocSummary Schema

OrgDetails view

Organization details like Street of an organization's shipping address, city, zip etc is stored in OrgDetails view.

OrgDetails Schema

OrgSummary view

Organization name, type etc is stored in OrgSummary view.

OrgSummary Schema

IntxParticipant_viw view

IntxParticipant_viw view.

IntxParticipant_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
IntxID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify an interaction segment. Refer to the IntxId column of the IntxSegment table. An interaction will have multiple segments.

 17.4.0.0 Added for data extraction from Intx_Participant table.
Intx_Part_ID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify a participant in a segment for an interaction.

 17.4.0.0 Added for data extraction from Intx_Participant table.
IndivID char (22) False Yes

The individual ID of an individual (contact) that is a participant on an interaction. Refer to the IndivID column of the Individual table. If there is no record in the Individual table for a participant, the Unknown Individual identifier 0000000000000000000002 will be stored here. The System Individual identifier is 0000000000000000000001

 17.4.0.0 Added for data extraction from Intx_Participant table.
Role tinyint (1) False No

This column represents the role of the participant in an interaction scenario. The role can be one of the following types { Unknown - 0, Initiator - 1, Respondent - 2, Participant(for Conferences) - 3.}

17.4.0.0 Added for data extraction from Intx_Participant table.
HowEnded tinyint (1) True No

This column stores a value indicating how an interaction segment for a participant ended. A segment for a participant can end with the following How Ended codes:

  • eSegHowEndedType_Unknown = -1, Used for (some) initializations, or when a conversion is invalid, etc.
  • eSegHowEndedType_NotEnded = 0, The segment is still active.
  • eSegHowEndedType_Disconnect = 1, The interaction was disconnected.
  • eSegHowEndedType_LocalDisconnect = 2, The interaction was disconnected by the local party.
  • eSegHowEndedType_RemoteDisconnect = 3, The interaction was disconnected by the remote party.
  • eSegHowEndedType_Transfer = 4, The interaction had a party transferred.
  • eSegHowEndedType_LocalTransfer = 5, The interaction had a party transferred locally.
  • eSegHowEndedType_RemoteTransfer = 6, The interaction had a party transferred remotely.
  • eSegHowEndedType_Conference = 7, The interaction had a conference created on it.
  • eSegHowEndedType_System = 8, The interaction went into non-IVR system processing.
  • eSegHowEndedType_Interact = 9, The interaction went to an interact/connect segment.
  • eSegHowEndedType_Messaging = 10, The interaction went into voicemail or other messaging.
  • eSegHowEndedType_Alert = 11, The interaction went to alerting.
  • eSegHowEndedType_Hold = 12, The interaction went on hold of the controlling party.
  • eSegHowEndedType_Retrieve = 13, The interaction had a retrieve action.
  • eSegHowEndedType_Park = 14, The interaction went to park.
  • eSegHowEndedType_ConsultTransfer = 15, The interaction had a party consult transferred.
  • eSegHowEndedType_Grabbed = 16, The interaction was grabbed.
  • eSegHowEndedType_WorkgroupChanged = 17, The servicing workgroup changed (maybe to none)
  • eSegHowEndedType_IVR = 18, The interaction went into IVR.
  • eSegHowEndedType_Suspend = 19, The interaction was suspended
  • eSegHowEndedType_Delay = 20, The interaction went into a wait (usually in a workgroup queue)
  • eSegHowEndedType_Survey = 21, The interaction went into survey/feedback
  • eSegHowEndedType_Snoozed = 22, The interaction went into snooze.
 17.4.0.0 Added for data extraction from Intx_Participant table.
WrapUpCode nvarchar (50) True Depends on customer usage

This column represents the wrap up code entered by a participant for an interaction segment.

 17.4.0.0 Added for data extraction from Intx_Participant table.
CallIDKey char (18) False No

This column represents the InteractionId key or CallId key set on a participant for an interaction segment. Participants belonging to the same interaction segment will have the same value for this column.

 17.4.0.0 Added for data extraction from Intx_Participant table.
Recorded tinyint (1) False No

Stores a value indicating whether or not a segment was recorded for a participant. This column is 1 if the participant leg of the interaction was recorded.

 17.4.0.0 Added for data extraction from Intx_Participant table.
ConnValue nvarchar (255) True Yes

This column stores the connection value for a participant in an interaction segment. This value comes from the IndivConnection table for the matching participant IndivID.

 17.4.0.0 Added for data extraction from Intx_Participant table.
DisplayName nvarchar (128) True Yes

This column stores the display name of a participant. This value comes from the Reverse White Pages lookup.

 17.4.0.0 Added for data extraction from Intx_Participant table.
StationName nvarchar (50) True Depends on customer usage

This column stores the station name of a participant in an interaction segment. This value comes from Reverse White Pages lookup.

 17.4.0.0 Added for data extraction from Intx_Participant table.
Version int (4) False No

Stores the version of a segment participant record. The version field is used to track changes to the record. This is typically used for migration purposes.

 17.4.0.0 Added for data extraction from Intx_Participant table.
StartDateTime datetime2 (7) False No

This column stores the start date time-stamp of the segment participant record.

 17.4.0.0 Added for data extraction from Intx_Participant table.
Duration int (4) True No

This column stores a value (in seconds) that indicates how long this participant was a participant in an interaction segment. Each participant in a segment can have different durations. For example, in a conference segment, the participants can enter and leave the conference at different times. Therefore, the participant records for the conference segment will have different durations.

 17.4.0.0 Added for data extraction from Intx_Participant table.
IntxPartDateOffset int (4) True No

This column stores the IC Server date offset from GMT in seconds for Intx_Participant table records.

 17.4.0.0 Added for data extraction from Intx_Participant table.
RecordingStartOffset int (4) True No

This is not used.

 17.4.0.0 Added for data extraction from Intx_Participant table.
RecordingStopOffset int (4) True No

This is not used.

 17.4.0.0 Added for data extraction from Intx_Participant table.
SecLevelRequested tinyint (1) True No

This column stores the requested security level for a segment. This is a specialized feature in Interaction Center.

 17.4.0.0 Added for data extraction from Intx_Participant table.
SecLevelViolationError nvarchar (128) True No

This column stores any security level violation error for an interaction segment.

 17.4.0.0 Added for data extraction from Intx_Participant table.
WrapupSegmentID smallint (2) True No

This column stores the wrapup segment identifier for an interaction segment.

 17.4.0.0 Added for data extraction from Intx_Participant table.
EnumUpdateFlag tinyint (1) False No

This column stores a value indicating whether or not the HowEnded column value was updated due to enumerated value changes. The enumerated values for the HowEnded column were not consistent between 3.0 and 4.0 versions. To correct the enumerated values in 4.0, any data records inserted prior to and including 3.0 SU3 need to have the value for HowEnded modified. To accomplish this, a database script was run. The impacted records will have this column value set to 1.

 17.4.0.0 Added for data extraction from Intx_Participant table.
SiteId smallint (2) True No

This column stores the site identifier for an interaction segment. This is a way to differentiate between interaction segments that existed on different sites.

 17.4.0.0 Added for data extraction from Intx_Participant table.

IntxAnnotation_viw view

IntxAnnotation_viw view.

IntxAnnotation_viw Schema

Column Data Type (Size) Is Nullable Contains PII Description Last Change Version Last Change Reason
IntxAnnoID int (4) False No

An identifier to identify an IntxAnnotation record. Notes can be added to an interaction on a per-segment basis.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
IntxID char (22) False No

A Globally Unique Identifier(GUID) to uniquely identify an interaction segment. Refer to the IntxSegment table for matching segment records.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
IndivID char (22) False Yes

This column stores the IndivId for the individual who entered this note.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
IsPrivate tinyint (1) False No

This column stores a value indicating whether or not the note is private.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
Annotation nvarchar (3900) True Depends on customer usage

This column stores the actual annotation/notes added to an interaction.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
Version int (4) False No

Stores the version of the annotation. The version field is used to track changes to annotations.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
StartDateTime datetime2 (7) False No

This column stores the start date time-stamp of an interaction segment.

 17.4.0.0 Added for data extraction from IntxAnnotation table.
SiteID smallint (2) True No

This column stores the site identifier for an interaction segment. This is a way to differentiate between interaction segments that existed on different sites.

 17.4.0.0 Added for data extraction from IntxAnnotation table.