Contents

Dialer Tables (Data Dictionary)

Tables in the CIC Database

The following tables exist in the CIC database for use by Interaction Dialer. These tables are not created by Dialer, but by CIC during Setup Assistant if the CIC license contains the licensed Dialer features.

Table Name	Description
ININ_DIALER_40.CallHistory	Holds call-completion information for every call placed. This table is updated in the CIC Database.
ININ_DIALER_40.CallHistory_Details	For calls that reach a contact, stores the time when key call events occur. See Measuring call delivery response times.
ININ_DIALER_40.AgentStats	Stores information about agent performance for all campaigns.
ININ_DIALER_40.CampaignStats	Contains summary statistics for each campaign running in Dialer. Each row will contain a set of statistics averaged over a configurable sample period.
ININ_DIALER_40.DigitalHistory	This table tracks email interactions initiated by Dialer.

NOTE: For brevity, the ININ_DIALER_40 prefix is often omitted from table names in the documentation. For example, we may use "AgentStats" instead of "ININ_DIALER_40.AgentStats".

Tables in the Dialer Database

These tables in Dialer's database are created and managed by Dialer on a SQL server apart from CIC databases. In high volume environments, SQL server runs on dedicated hardware. Many customers install SQL server on their Central Campaign Server instead.

Table Name	Description
I3_<ContactList>_PND	Phone Number Detail (PND) table tracks time zones, attempts, call rescheduling, and DNC status for each phone number associated with a contact record, for each campaign.
I3_<CampaignName>_RE0	Holds sequencing for the current recycle. It is used internally by Interaction Dialer when Contact List records are selected for processing.
I3_<ContactList>_CS	Maintains the list of parties who are scheduled for callbacks. This table is created by the system when you create a campaign.
I3_AuditConfigChanges40	Tracks changes made to configurations.
I3_<ContactList>_JIT	Priority Dialing records are tracked using this table auto-created by Dialer. For performance reasons, Dialer watches this secondary table for inserted records, not the Call List itself.
I3_<ContactList>_CCD	Tracks the contact columns chosen for a contact list and the contact column ids assigned to those contact columns. The contact column ids tracked in the contact column details tables correspond to the i3_ccid field in the phone number details (PND) table, making the new table useful when customizing the PND table.

Oracle Tables

Although it's called global, it's actually per-schema (user). Oracle temp tables aren't actually temporary - only their data is. The 'rows on commit' are preserved for the reason of the recordset to persist across a number of statements. The table after each use is expected to be truncated to ensure the next user of the connection doesn't get a dirty table.

DIALER_JIT_TEMPTABLE_HELPER DIALER_SPID_SUFFIX

DIALER_BLKPND_TEMPTABLE DIALER_SPID_SUFFIX

DIALER_RECYCLE_TEMPTABLE DIALER_SPID_SUFFIX

DIALER_SCHEDULE_TEMPTABLE DIALER_SPID_SUFFIX

DIALER_JIT_TEMPTABLE DIALER_SPID_SUFFIX

Currently DIALER_SPID_SUFFIX is 40 and the table naming would be like ex: DIALER_JIT_TEMPTABLE_HELPER40

NOTE: Since these are global tables and are used in dialer when using the oracle database , please DO NOT DELETE/EDIT these tables going by the name “TEMP”

Tables created by the Customer

Customers are responsible for creating and managing list of contact numbers, and optionally for managing lists of numbers that are never to be called.

Table Name

Description

Contact List table - required

(managed and named by customer)

This table stores the list of people who will be called in a campaign, along with customer-defined fields that are displayed to the agent by Interaction Scripter.

The customer is responsible for creating and populating this table, whether through Contact Import Wizard or client tools for the particular DBMS.

Do Not Call (DNC) table - optional

(named by customer)

Customers can optionally create a table in Dialer's database that stores telephone numbers that are never to be called. This information can come from state and local sources, or from a third-party cleansing service.

Once the table is set up as a DNC Source assigned to a campaign, Dialer can use the table to perform DNC Scrubbing. Scrubbing prevents contact numbers from being dialed by a campaign. An initial bulk scrub is performed once, to flag matching records in the contact table to prevent them from ever being dialed. During campaign execution, just-in-time scrubbing scrubs batches of numbers just prior to placing the calls.

The DNC table must contain one column that contains telephone numbers. There is no restriction on the format of contact numbers except that numbers should conform to the format generated by Dial Plan if Dial Plan is used. Otherwise, the format of telephone numbers should be (xxx) xxx-xxxx. The data type of that column must be varchar.

The DNC table may contain an additional Expiration column in DATETIME format, after which the DNC entry is ignored or deleted. If the DNC contains a populated Expiration column, that time is compared with the current time. This comparison is made using UTC time.

If the current time is previous to the expiration time, the number is not dialed. It is treated like a traditional do-not-call number.

If the current time is past the expiration time, the number is dialed because the entry has expired.

Generally speaking, a DNC table stores telephone numbers that are never to be called. For background information and procedures, see DNC Scrubbing of Contact Numbers.

Tables used for Penetration Rate Reporting

Customers can develop penetration rate reports to show the number of contacts that were contacted (the numerator) contrasted with a number of records in a contact list (the denominator). The penetration rate calculation is simple but input criteria must be carefully considered. Penetration Rate tables store data that customers can use to generate custom penetration rate reports. See Penetration Rate Report Data and Penetration Rate Tables ERD.

Table Name	Description
I3_<ContactList>_PEN	This table stores the numerator used to calculate penetration rate. It contains one row for each completed call of the corresponding contact list table. Penetration rate records are not inserted into the _PEN table after each call. Instead, data about penetrated calls is accumulated in RAM and written to the _PEN table 100 records at a time per database connection. This improves performance by reducing the number of round trips to the database, eliminating the overhead of individual RDMS transactions. When call volume is low, fewer than 100 records are written. A scheduled job is triggered every two minutes to ensure that calls older than 5 minutes are flushed to the database. As a consequence, calls in RAM can never be older than 7 minutes.
I3PENETRATIONDATA	This table contains the actual penetration data, specifically two rows per contact column (one for all values and one for unique values) plus one row per contact list to account for all contacts.
I3PENETRATIONRANGE	This table is reserved for future use.
I3PENETRATIONUPLOAD	An integer value in this table is incremented every time a new row is added in this table. That occurs when contacts added to a contact list.