CallHistory

CallHistory

agentoverride

Agent Override

attribute

smallint

If the agent chose an override option while using the Follow Up Call feature, there will be a code number in this column that indicates what type of override that occurred. To find out what type of override the code number indicates, you'll need to check the AgentComplianceOverrides table. By performing an SQL join of the CallHistory table and the AgentComplianceOverrides table, a database administrator can extract the pertinent data.

IC Dialer

CallHistory

cadetail

Call Analysis Detail

attribute

varchar

Call Analysis results for each call are written to the CallHistory table along with the other information about the call, such as Wrap-up Codes and Categories, call id, and so forth. This allows reporting to be done not just on disposition, but also on call analysis results. This is important for customers whose call analysis is performed by Media Servers. Two columns in CallHistory table facilitate this: caresult indicates the result of call analysis. cadetail provides a textual description of the call analysis result. The cadetail (call analysis detail) column is text field up to 255 characters in length that contains extra information that supplements the caresult value. For example, if caresult is 2 (SIT), cadetail would contain a description of the SIT tone/message. For a caresult of 5 (ISDN Cause Code) cadetail would contain a description of the ISDN cause code. For caresult 6 (Failure) cadetail would contain a description of the error returned from MakeCall. Null values are allowed, since some caresult codes do not generate detail information.

IC Dialer

CallHistory

callansweredtimeUTC

Call Answered Time UTC

attribute

datetime

The time when the call was answered by the remote party or a device.

IC Dialer

CallHistory

callconnectedtimeUTC

Call Connected Time UTC

attribute

datetime

The time that the call was connected to the Agent.

IC Dialer

CallHistory

calldisconnectedtimeUTC

Call Disconnected Time UTC

attribute

datetime

The time when Dialer stopped tracking the call. This can occur when the call is disconnected, or the call is completed upon a disposition being received from either by an agent or the system.

IC Dialer

CallHistory

calledpartyoffset

Called Party Offset

attribute

int

Offset in seconds used to adjust UTC times based on the called party's time zone.

IC Dialer

CallHistory

callhistory_id

Call History ID

attribute

bigint

Correlates this record with a row in the CallHistory table

IC Dialer

CallHistory

callid

Call ID

attribute

char

The ID key assigned by CIC to this interaction record. CallIDKey includes the CallID embedded within it. That means you can search the Call Detail Record log for the original CallID number as seen in Interaction Client. The CallIDKey is comprised of the 10 digit CallID plus an eight digit date in the following format: YYYYMMDD. For example, a call placed on April 9, 2004 might show a Call ID of 2101990183 on Interaction Client. The resulting CallIDKey stored in the database would be that CallID plus the date:   2101990183 20040409 Note: The format and use of this field is reserved, and it should not be used as anything more than an opaque identifier. The format of this field might be changed at any time. This field is documented for descriptive purposes only.

IC Dialer

CallHistory

callingmode

Call Mode

attribute

tinyint

Value Meaning: 0 Non-Dialer Call, 1 Predictive, 2 Power, 3 Preview, 8 Agentless

IC Dialer

CallHistory

callplacedtimeUTC

Call Placed Time UTC

attribute

datetime

The time when the call was placed by Telephony Services.

IC Dialer

CallHistory

callscheduletime

Call Schedule Time

attribute

datetime

When a scheduled callback occurs, this field will show the date and time that the call was scheduled. (Based on CCS time) More specifically, when a call results in a scheduled callback, a record is added the CallHistory table for that call and both the wrapupcategory and wrapupcode entries will contain the word Scheduled. The callscheduletime entry will be set to NULL at this point. When the scheduled callback actually occurs, a second record will added to the CallHistory table for that call; only this time the callscheduletime entry will show the date and time when the call was scheduled and the wrapupcategory and wrapupcode entries will contain appropriate values. Keep in mind that the callscheduletime entry will NOT indicate when the actual call occurred - just the time that the call was scheduled to occur. If you wish to determine the elapsed time between when the call was scheduled and when the call was actually made, you will need to check the callplacedtimeUTC entry in the record.

IC Dialer

CallHistory

campaignname

Campaign Name

attribute

varchar

The name of the campaign

IC Dialer

CallHistory

caresult

CA Result

attribute

tinyint

Value Meaning: 0 Represents an unknown call result. Call analysis could not determine what the remote party was, but the call did succeed and connect. Dialer treats this as live voice. 1 Voice detected. A human answered the call. 2 The carrier sent a SIT tone or a SIT message. 3 A Fax machine answered. 4 An Answering Machine answered the call. 5 The call failed with an ISDN Cause Code returned from the carrier. 6 Failure. The call failed in Telephony Services for some reason other than the above.

IC Dialer

CallHistory

customdata1

Custom Data 1

attribute

varchar

Custom data 1 of CallHistory table.

IC Dialer

CallHistory

customdata2

Custom Data 1

attribute

varchar

Custom data 2 of CallHistory table.

IC Dialer

CallHistory

i3_identity

I3 Identity

attribute

bigint

An integer value that uniquely identifies each row in the contact list. This field is managed for the customer by Dialer. Customers may continue to insert records that contain I3_ROWID, but they should not populate I3_IDENTITY fields. When using the Follow Up Call feature, you'll see the same integer value in multiple rows - one for each additional call. To help you track each additional call, the phone numbers will appear in the corresponding phonenumber column. The label assigned to the phone in the contact record will appear in the corresponding phonenumbertype column.

IC Dialer

CallHistory

i3_rowid

I3 Row Id

attribute

varchar

i3_rowid is a customer-managed field used to uniquely identify a row. i3_rowid is no longer a required field, since it was superseded by i3_identity, a Dialer-managed field.  However, i3_rowid is supported in the contact list and is propagated to the CallRecordSchedule and CallHistory tables.  i3_rowid is also available in Scripter and in policies for backwards compatibility.

IC Dialer

CallHistory

isabandoned

Is Abandoned

attribute

bit

This flag indicates whether the call was abandoned (1=Yes, 0=No). This value can be set by Dialer or by a script. See Interaction Scripter Developer Guide for details.

IC Dialer

CallHistory

isAdditionalCall

Is Additional Call

attribute

bit

This flag indicates whether the call is one of the additional calls made to the same contact using the Follow Up Call feature or an standard call. If it is a 1, the then call was one of several additional calls made to the same contact. If it is a 0, then the call was a standard call.

IC Dialer

CallHistory

iscontact

Is Contact

attribute

bit

iscontact contact of IO_AdvancedConfig table.

IC Dialer

CallHistory

isdetect

Is detect

attribute

bit

Signifies whether call analysis detected that the call was answered by a person. If call analysis is turned off, the value will always be 1 (true) since those calls are treated as live voice.

IC Dialer

CallHistory

isrpc

Is Right Party Contact

attribute

bit

Signifies whether the call was a right party contact.

IC Dialer

CallHistory

issuccess

Is Success

attribute

bit

Signifies whether the campaign result was achieved, governed by the 'interaction was successful' setting on the wrap-up Category.

IC Dialer

CallHistory

messageplaytimeUTC

Message Playtime UTC

attribute

datetime

The time that a message was played to the contact, due to the campaign type or due to the absence of available agents.

IC Dialer

CallHistory

odsoffset

ODS Offset

attribute

int

The offset of the ODS's time zone from UTC in seconds.  This is used to translate the agenttimeUTC field to local time.

IC Dialer

CallHistory

phonenumber

Phone Number

attribute

varchar

Phone number of the line.

IC Dialer

CallHistory

phonenumbertype

Phone Number Type

attribute

varchar

The customer-defined phone number type associated with the phone number dialed. This is used for reporting purposes. When using the Follow Up Call feature, you will find the term 'NULL' in the phonenumbertype column if this was an ad-hoc call where the number was manually entered.

IC Dialer

CallHistory

previewpoptimeUTC

Preview Pop Time UTC

attribute

datetime

In Preview mode, the time when the call record popped for the Agent to review.  This is the time that Preview call data was presented to an Agent (not the actual call time.)

IC Dialer

CallHistory

previewtimerinit

Preview Timer Init

attribute

bit

This flag indicates whether a Preview call was initiated manually or automatically through a campaign configured preview timer. If it is a 1, then the call was initiated automatically through a campaign configured preview timer. If it is a 0, then the call was initiated manually. If it is null, then the call was made using a dialing mode other than Preview.

IC Dialer

CallHistory

rulegroupid

Rule Group Id

attribute

smallint

The ID assigned to the Rule Group that was set. You can find more details about the RuleGroupID, such as the name of the Rule Group, in the CallHistory_RuleGroup table.

IC Dialer

CallHistory

successresult

Success Result

attribute

float

This column is populated with the value of the successresult column on the contact. Successresult is a customer-managed column in both the ContactList and CallHistory tables. Customers can use successresult to maintain running counters, such as a money counter for example. The value of 'successresult' can be NULL when records are added or updated. The value of successresult in a CallHistory row will contain whatever was in the successresult column of the associated contact at the time the history row was written (when the record was dispositioned).

IC Dialer

CallHistory

wrapupcategory

Wrapup Category

attribute

varchar

The wrap-up category for the given wrap-up code at the time that the wrap-up code was entered.

IC Dialer