Cisco Unified Workforce Optimization

Quality Management API and Database Schema Reference Guide

Version 11.5
First Published: July 28, 2016
Last Updated: August 9, 2018

Cisco Systems, Inc. www.cisco.com

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Quality Management API and Database Schema Reference Guide

© 2016 Cisco Systems, Inc. All rights reserved.

Contents
Introduction 13
Server API 15
HTTPS Request Format 15
HTTP Request Header 15
HTTP Request CSRF Token 16
Supported HTTP Methods 16
Authorization 17
Searching Contacts 18
Examples 24
Sample Contact Object 26
Exporting Recordings 27
Sample Request Body 27
Sample Response 27
Exporting Details 28
Sample Response 28
Downloading an Exported File 28
Deleting a Recording 28
Editing Metadata 28
Recording Controls API 31
CAD and Finesse 31
Hot Desking 31
Recording Controls API Requirements 32
Agent Identifiers 32
How to Find the Microsoft Windows Login Name 32
Rules for Recording Controls Commands 33
Recording Commands 34
Command Syntax 34
 Command Functions 35
Effects of Issuing Recording Control Commands 49
HTTP Status Codes 50
Active and Last Call 50
Command Examples 51
Using Commands with an Outbound Dialer 53
Integrating Recording Commands with CAD and Finesse 54
Configuring Recording Controls 54
Changing the Debugging Level 55
Changing the Title 55
Upgrading Quality Management 55
Configuring the IP Phone Service 56
Recording Controls IP Phone Service Considerations 56
Configuring Unified CM for IP Phone Service 56
Creating an IP Phone Service Definition 56
Assigning the IP Phone Service to Agents’ Phones 57
Verifying that the Recording Controls IP Phone Service is Working 58
Recording Verification API 61
Recording Verification API Requirements 61
Recording Verification Commands 61
Command Syntax 61
Post-Call Survey API 65
Post-Call Survey API Requirements 65
CSV Format 65
Post-Call Survey Commands 67
Command Syntax 68
Contact Basic Search API 69
Contact Basic Search Commands 69
 Command Syntax 69
Import API 71
Import API High Level Diagram 71
JSON Object Request Examples 71
Detailed Import Process 72
Step 1: Authorization 72
Step 2: Contact Creation 73
Step 3: File Upload 77
General Notes 78
Defining the Quality Reason on Imported Calls 78
Errors 78
Authentication 78
Contact Creation 78
File Upload 78
Customer Relationship Management Integration 81
Best Practices 81
Database Schema 85
General Database Features 85
Dates in the Database 85
Activation and Deactivation Dates in the Database 87
DisplayIds in the Database Schema 89
Functions in the Database Schema 89
Database Table Details 91
ACD 102
ACDQueue 103
ACDServer 103
ACDType 104
Agent 104
AgentTeam 105
Alert 106
AlertType 107
ApprovalType 107
ArchiveAudit 107
AxlUCCMSchema 108
Ccr 108
CcrType 113
Cdr 113
CdrCcr 117
DashRoleView 117
DashUserView 118
DashView 118
DashWidget 119
DashWidgetRole 119
DashWidgetSetting 120
DashWidgetView 121
DashWidgetViewSetting 121
DbProperties 122
Eval 123
EvalAlerts 125
EvalComment 125
EvalForm 127
EvalFormQuestion 130
EvalFormQuestionOption 131
EvalFormQuestionOptionType 132
EvalFormQuestionTemplate 133
EvalFormQuestionTemplateOption 133
EvalFormScoringType 134
EvalFormSection 134
EvalGoal 135
EvalGoalClassifierItem 137
EvalGoalClassifierType 137
EvalGoalEvaluatorSet 138
EvalGoalProgress 138
EvalGoalStatus 139
EvalGoalTime 140
EvalGoalType 140
EvalGoalWhoType 140
EvalQuestion 141
EvalState 142
Evaluator 142
EvaluatorType 143
EventLogging 143
EventLoggingParameter 144
EventLoggingType 144
Field 145
FieldCategory 146
FileType 146
Filter 147
FilterParameter 148
FilterProperties 148
GamificationConnectionInfo 149
GamificationEvent 149
GamificationEventType 150
GamificationIcon 151
GamificationLevel 151
GamificationLevelPointRange 151
GamificationLevelPointRangePerson 152
GamificationLevelScoring 153
GamificationPointRange 153
GamificationPointRangeScoring 154
Gateway 154
GetRandNumber 155
Groups 155
LicenseBundle 155
LicenseLibrary 156
LoginState 156
Manager 157
Media 158
MediaFile 159
MediaType 160
MetaData 160
MetaDataField 161
MetaDataMappableColumns 162
MetaDataType 162
Path 163
Person 164
PersonField 167
QMAdminAudit 168
QMAdminAuditAction 169
QMAdminAuditArea 169
Realm 170
RealTimeRecordingMonitorState 170
ReconciliationHistory 171
ReconciliationHistoryStatus 172
RecordingApiCommand 172
RecordingApiCommandType 173
RecordingCluster 173
RecordingClusterServer 174
RecordingEvent 174
RecordingEventType 175
RecordingEventTypeCategory 176
RecordingReason 176
RecordingStateAudit 179
RecordingStateCause 180
RecordingType 181
Report 181
ReportColumn 182
ReportConfiguration 182
ReportParameter 183
ReportRequiredParam 183
ReportRole 184
ReportRoleScope 184
ReportType 185
ReportUserConfig 185
RequiredFilterParam 186
RetentionData 186
RetentionType 187
Role 187
RtpFilter 188
RtpFilterType 188
ScreenMonitoring 189
Server 189
ServerProperties 190
ServerType 191
SignalingGroup 191
SignalingGroupServer 192
Site 192
SiteServer 193
Supervisor 194
Survey 194
SurveyForm 195
SurveyFormStatus 196
SurveyQuestion 196
SurveyResults 197
SyncFilter 198
SyncFilterACD 198
SyncFilterTelephony 198
Team 199
TeamGroup 200
TelephonyGroup 201
TelephonyGroupServer 202
TelephonyGroupType 202
Timezone 203
UI_Feature 203
UI_FeatureGroup 204
UI_FeaturePermissions 205
UniqueAdminGroup 205
UploadState 206
 UserReport 206
UserReportParameters 207
VoiPMonitorDevice 207
VoiPMonitorDeviceLine 209
VoiPMonitorDeviceType 209
vw_ActiveAgentsInGroups 210
vw_ActiveAgentsInTeams 210
vw_ContactsWithActiveOrg 210
vw_PersonDetails 213
vw_WfmAgentReportCard 213
Workflow 214
WorkflowClassifier 215
WorkflowClassifierNumber 216
WorkflowClassifierNumberType 217
WorkflowClassifierType 217
WorkflowRule 218
WorkflowRuleWhat 218
WorkflowRuleWhatPeriod 219
WorkflowRuleWhenRange 220
WorkflowRuleWhenType 220
WorkflowRuleWhenWeekly 220
WorkflowRuleWhenWeeklyType 221
WorkflowRuleWhoPerson 221
WorkflowRuleWhoTeam 222
WorkflowRuleWhoType 222
WorkflowType 222
Database Change Log 223
Database Change Log for Schema 6 223
Database Change Log for Schema 5 229
Introduction
This document describes the following application programming interfaces (API) for Cisco Unified
Workforce Optimization Quality Management:

n Server API—allows users to search, export, edit, and delete Quality Management call
data from uploaded contact recordings.
n Recording Controls API—allows agents to control which recorded calls are stored, the con-
tent of the recorded calls, and the data associated with the calls.
n Recording Verification API—allows users to locate calls and verify their recording status.
n Post-Call Survey API—allows users to import customer surveys into Recording and Quality
Management.
n Contact Basic Search API—allows users to search for details regarding an in progress or
most recently completed call.

13
Server API
The Server API allows users to search, export, edit, and delete Quality Management call data from
uploaded contact recordings. The Server API is a REST-like API. The Server API uses Secure Sockets
Layer (SSL), so uses HTTPS to issue requests. You format the request and response bodies using
JavaScript Object Notation (JSON). For more information on JSON, and to access the JSON libraries, go
to the following website:

http://json.org/

Note: Cisco only supports resources mentioned in this document. When you issue requests,
you might see references to other resources. Undocumented resources are not supported and
are subject to change without warning.

HTTPS Request Format

The HTTPS request uses the following format:
https://<Server>/api/rest/recording/<resource>?<search query
parameters>
Where <Server> is the IP address of the Quality Management server, <resource> is the type of request,
and <search query parameters> is the search criteria used to filter results.

All requests require a date range or a specific contact ID.

List queries typically use search criteria to filter results and return a JSON array. The array contains a
list of resources that contain references ($ref) to resources that matched the specified search criteria.
You can then choose to use one of the supported HTTP methods (GET, POST, PUT, and DELETE) to
modify the references. Resources use the following format:
/api/rest/recording/<resource>/{id}
Where <resource> is the name of the resource and {id} is the unique identifier for that resource.
You can combine query parameters in a search and search for metadata keys. You can also search for
metadata with a specific value.

HTTP Request Header

By default, the Server API results are limited, or paged, at 100 when you send a query.
The Range request header in an HTTP request limits the size of the response. This prevents large
amounts of data from being returned in the response that the client may not be able to handle or
expect. It is used by Unified Workforce Optimization to support paging in the user interface (UI). The UI
requests a range of contacts and the response contains a Content-Range header that specifies the
range that was returned and how many contacts total are in the request in order to calculate the

15
Server API

number of pages. Unified Workforce Optimization's REST API for contacts adds a Range of 0-99 if no
Range header is provided in the request. Without a default Range, it would be possible to return the
entire contents of the contact database, possibly impacting client stability and server performance.
The format for the Range header value is:
items=<startIndex>-<endIndex>

The items are zero-based so the first item is at index 0. So to return the first 20 contacts (items) from
the request the request is:
Range items=0-19

The response would contain a Content-Range header that contains the range that was actually
returned and the total number of contacts available (in this case, 129 contacts). If the response
contains the whole content, no Content-Range header is provided.
Content-Range items 0-19/129

To get all the items from the request (and override the default 0-99 range) you'll need to provide a
sufficiently large endIndex to get the whole contents. Maximum value for a range index is a signed 4
byte int (2147483647).
Range items=0-2147483647

HTTP Request CSRF Token

In order to enforce CSRF security, an attached CSRF token is required for all non-GET requests made
to the surrogate application (viz. the base URI, the "/api" URI, and any SSRS proxy URIs) that have an
active session token. If the CSRF token is not attached or is not valid, the application will provide a 401
response and the request will not be completed.
There is a one-to-one correspondence between session tokens and CSRF tokens. The CSRF and
session token pair is passed to the client in a single response via the CSRFTOKEN and JSESSIONID
cookies respectively. Any response that contains a session token will include a CSRF token as well.
Clients must maintain the value for the CSRFTOKEN cookie and attach this value to all subsequent
requests.
The CSRF token can be attached to requests in two ways:

1. The X-CSRF-Token header

2. The csrfToken request body parameter
The X-CSRF-Token header is the preferred method when possible, such as when using AJAX or an
HTTP client API. The csrfToken request body parameter is generally required for HTML forms.

Supported HTTP Methods

The Server API supports the following HTTP methods:

16
 Server API

n GET—searches and retrieves saved information.

n POST—creates new resource. Use POST to create a new export or new login session.

n PUT—changes the existing data. Use PUT to modify metadata.

n DELETE—removes a resource, for example a recording.

Authorization
All Server API operations require an authorized session. The Server API requires the user ID and
password of a user who is configured and licensed in Quality Management Administrator for
authentication. The information in a response to a request only provides the information the user is
allowed to see based on the roles and privileges assigned to the user in Quality Management
Administrator.

Example: A supervisor only sees the contacts associated with teams assigned to the
supervisor.

To start an authorized session

To start an authorized session, send a POST request to /api/rest/authorize.

n If Quality Management is not configured for Active Directory, use the following format for
the request body:

[{ "id":"recording", "userId":"<user name>",

"password":" <password>" }]

Where <user name> and <password> are the user’s Quality Management username
and password.

n If Quality Management is configured for Active Directory, use the following format for the
request body:

[{ "id":"recording", "userId":"<user name>",

"password":" <password>", "data": {"domain":"<domain>"} }]

Where <user name> and <password> are the user’s Active Directory username and
password, and <domain> is the user’s Active Directory domain.

To end an authorized session:

Send a DELETE request to /api/rest/authorize.

17
Server API

Searching Contacts
Use the GET method and the following resource URLs to search for contacts.

n /api/rest/recording/contact/{id}

Where {id} is the identifier for an existing contact. This resource URL locates a specific
contact ID. If the {id} does not exist, the response returns an error code instead of an
empty list.

n /api/rest/recording/contact

The following table describes the query parameters you can use when exporting contacts.

Parameter Description

agent A person’s ID. The accepted value is integer ID. This parameter

is optional.

ani The automatic number identification (ANI) for a call. In other

words, ANI identifies the number of the calling party. The accep-
ted value is string with asterisk (*) or question mark (?) wild-
cards.
This parameter can appear zero or more times in a single query.

Example: contact?ani=1234&ani=4567

When you provide multiple values for a parameter, the query

combines these values with OR (that is, the previous example
searches for contacts with either ani=1234 OR ani=4567). This
parameter is optional.

assocCallId The Associated Call ID that ties together contacts based on a

customer experience. This parameter is optional.

beginTime Return only records that start on or after the specified date.
When specifying a date, choose one of the following date
formats:
n YYYY-MM-DD HH:MM:SS

n YYYY-MM-DD

This parameter is optional.

18
 Server API

Parameter Description

canEvaluate Whether the person can evaluate this contact. The accepted
value is true. True returns the contact, if the Quality Man-
agement user can evaluate this contact when logged into Unified
Workforce Optimization.
Accepted Values: "true” if this contact should be returned if the
contact can be evaluate by the logged in person.
This parameter is optional. If you do not include this parameter,
the query does not filter the contacts.

dnis The dialed number identification server (DNIS) for the call. In
other words the called number. The accepted value is string with
asterisk (*) or question mark (?) wildcards
This parameter can appear zero or more times in a single query.
When you provide multiple values for a parameter, the query
combines these values with OR. This parameter is optional.

endTime Return only records that start before the specified date. When
specifying a date, choose one of the following date formats:
n YYYY-MM-DD HH:MM:SS

n YYYY-MM-DD
This parameter is optional.

exclude Returns a Uniform Resource Identifier (URI) for the specified

value. Click the URI to see the data associated with the specified
value. The accepted values are:
n event—Returns a URI that points the event data.

n metadata—Returns a URI that points to the metadata.

n metadata.key1—Returns a URI that points to the key1

attribute within the metadata object.

This parameter is optional.

19
Server API

Parameter Description

expand Returns all data associated with the specified value instead of a
URI. The accepted values are:
n event—Expands all events to include all event data, not
just the URI.

n metadata—Expands all metadata, not just the URI.

n metadata.key1—Only expands the key1 attribute within

the metadata object.

This parameter is optional.

firstName The agent’s first name. The accepted values is string with any
number of asterisk (*) or question mark (?) wildcards. This para-
meter is optional.

group A group’s ID. The accepted value is integer ID. This parameter is

optional.

hasRecording Return only contacts associated with a recording. The accepted

values are:
n true

n false

This parameter is optional. If you do not include this parameter,

the query does not filter contacts by recordings.

hr Whether the contact evaluation has been marked for human

resources (hr). The accepted Boolean values are:
n true

n false

n 1 (true)

n 0 (false)

This parameter is optional.

20
 Server API

Parameter Description

inProgress Whether the contact evaluation is in progress. The accepted

Boolean values are:
n true

n false

n 1 (true)

n 0 (false)

This parameter is optional.

lastName The agent’s last name. The accepted values is string with any
number of asterisk (*) or question mark (?) wildcards. This para-
meter is optional.
This parameter can appear zero or more times in a single query.
When you provide multiple values for a parameter, the query
combines these values with OR. This parameter is optional.

line The extension for the call (from the perspective of the agent who
is recording the call). The accepted value is string with asterisk
(*) or question mark (?) wildcards.
This parameter can appear zero or more times in a single query.
When you provide multiple values for a parameter, the query
combines these values with OR. This parameter is optional.

metadata The metadata field. The accepted values are:

n <key>

n <key>~<value>

Where <key> is the name of the metadata field configured in

Monitoring and Recording Administrator and must match the
configured metadata name exactly. The <value> is optional and
can include a string with asterisk (*) or question mark (?)
wildcards. This parameter can appear zero or more times in a
single query. When you provide multiple values for a parameter,
the query combines these values with OR. If you do not specify a
value, the query returns all contacts that have metadata for the
specified key.
This parameter is optional.

21
Server API

Parameter Description

needsApproval Whether the contact evaluation needs approval. The accepted

Boolean values are:
n true

n false

n 1 (true)

n 0 (false)

This parameter is optional.

number Any number used in the contact (ANI, DNIS, or Line). The accep-
ted value is string with asterisk (*) or question mark (?) wild-
cards.
This parameter can appear zero or more times in a single query.
When you provide multiple values for a parameter, the query
combines these values with OR. This parameter is optional.

scored Whether the contact has been scored. The accepted Boolean
values are:
n true

n false

n 1 (true)

n 0 (false)

This parameter is optional.

silenceDuration Return only contacts where the duration (in milliseconds) of

recorded silence is equal to or greater than the value specified.

Example: silenceDuration=5000 returns contacts where

there are one or more instances of recorded silence
equal to or greater than 5 seconds.

This parameter is optional.

22
 Server API

Parameter Description

silenceEvents Return only contacts where the number of silence events are
equal to or greater than the value specified. For example,
silenceEvents=5 returns contacts where there are 5 or more
silence events. This parameter is optional.

tagged Whether the contact was tagged. The accepted Boolean values
are:
n true

n false

n 1 (true)

n 0 (false)

This parameter is optional.

talkOverDuration Return only contacts where the duration (in milliseconds) of

recorded talk over events are equal to or greater than the value
specified.

Example: talkOverDuration=5000 returns contacts

where there are one or more instances of recorded talk
over events equal to or greater than 5 seconds.

This parameter is optional.

talkOverEvents Return only contacts where the number of talk over events is
equal to or greater than the value specified.

Example: talkOverEvents=5 returns contacts where

there are 5 or more talk over events.

This parameter is optional.

team A team’s ID. The accepted value is integer ID. This parameter is

optional.

23
Server API

Parameter Description

training Whether the contact evaluation has been marked for training.
The accepted Boolean values are:
n true

n false

n 1 (true)

n 0 (false)

This parameter is optional.

type The type of contact. The type parameter filters contacts based
on upload states. The accepted values are:
n quality

n archive
This parameter is optional. If you do not include this parameter,
the query does not filter on upload states. Also note, the archive
user role only has global scope when you specify the archive
type.

Examples

Combination search:
The following request returns a list of all contacts recorded for quality purposes on or after
01/01/2015 (GMT).
GET ~/api/rest/recording/contact?beginTime=2015-01-
01&type=quality

Searching for a metadata key:

The following request returns a list of all contacts with the metadata called phone.
GET ~/api/rest/recording/contact?beginTime=2015-01-
01&metadata=phone
The following returns a list of all contacts with the metadata called customerNo.
GET ~/api/rest/recording/contact?beginTime=2015-01-
01&metadata=customerNo

Searching for a metadata key with a specific value:

24
 Server API

The following request returns a list of all contacts with the metadata value of 555-1212.
GET ~/api/rest/recording/contact?beginTime=2015-01-
01&metadata=phone~555-1212

Searching for silence events:

The following request returns a list contacts that contain two or more silence events of 10 seconds or
greater.
GET
~/api/rest/recording/contact?silenceEvents=2&silenceDuration=1000
0

25
Server API

Sample Contact Object

{
"hr" : false,
"dnis" : "2111",
"callDuration" : 15000,
"ani" : "1581",
"icmCallId" : "19291093",
"assocCallId" : 290275383991253,
"evalForm" : {
"name" : "form1",
"$ref" : "/api/rest/recording/evalform/5"
},
"team" : {
"name" : "team1",
"$ref" : "/api/rest/recording/team/1",
"displayId" : "0.4"
},
"qualityReason" : {
"text" : "First Call of Day",
"reasonId" : 1,
"key" : "rec_reason_what_first"
},
"agent" : {
"lastName" : "Bunkowske",
"username" : "bunkowm",
"$ref" : "/api/rest/recording/person/1",
"firstName" : "Mark",
"displayId" : "0.1"
},
"evaluation" : {
"stateId" : 1,
"score" : 90,
"$ref" : "/api/rest/recording/contact/1/eval/1"
},
"training" : false,
"id" : 1,
"startTime" : 1239308710000,
"tz" : "America/Chicago",
"recordingUrl" : /api/rest/recording/contact/1/recording",
"audioUploaded" : true,
"archiveWF" : {
"$ref" : "/api/rest/recording/workflow/265"
},
"group" : {
"name" : "group1",
"$ref" : "/api/rest/recording/group/1"

26
 Server API

},
"evaluator" : {
"lastName" : "Sillars",
"username" : "sillarj",
"$ref" : "/api/rest/recording/person/2",
"firstName" : "Jay",
"displayId" : "0.2"
},
"screenUploaded" : true,
"metadata" : {
"$ref" : "/api/rest/recording/contact/1/metadata/" },
"qualityWF" : {
"$ref" : "/api/rest/recording/workflow/266"
}
}

Exporting Recordings
Use the POST method and the following resource URL to export a contact recording to a specified
format.

n POST /api/rest/recording/contact/{id}/export

Where {id} is the unique ID of the contact to export.

The Server API sends an alert to the user who initiated the export when the export completes or fails.
You format the request and response bodies using JSON. The JSON object must include the
mediaFormat attribute and one of the following values:

n WAV

n MP4

Sample Request Body

{"mediaFormat":"WAV"}

Sample Response
{
"id" : 271518269942,
"isComplete" : false,
"exportUrl" : "http://10.10.10.76/export/recording-1-
271518269942.wav",
"mediaFormat" : "WAV"}

27
Server API

Exporting Details
Use the GET method and the following resource URL to get details of an export.
/api/rest/recording/contact/{id}/export/{exportId}

Sample Response
{
"id" : 271518269942,
"isComplete" : true,
"exportUrl" : "http://10.10.10.76/export/ recording-1-
271518269942.wav",
"mediaFormat" : "WAV"
}
{
"id" : 271518269942,
"isComplete" : false,
"error" : "Error converting audio.",
"exportUrl" : "http://10.10.10.76/export/ recording-1-
271518269942.wav",
"mediaFormat" : "WAV"
}

Downloading an Exported File

You can download an exported file by issuing the GET request to the URL specified by the exportURL
attribute found in the response to the export requests when the export is complete. The server API
deletes the exported file after you download it. If you do not download the exported file, the server API
deletes the exported file after 24 hours.

Deleting a Recording
Use the DELETE method and the following resource URL to delete a recording.
/api/rest/recording/contact/{id}/recording
The DELETE method purges the recording the same way as the DB Cleaner service.

Editing Metadata
Use the PUT method and the following resource URLs to edit a recording’s metadata.

l /api/rest/recording/contact/{id}/metadata

l /api/rest/recording/contact/{id}/metadata/{key}

The PUT method updates the state of the whole metadata set for a contact or you can specify a specific
metadata in the metadata set to update.
If you provide a metadata key, the Server API only modifies the specified key and leaves the rest of the
metadata associated with that contact alone.

28
 Server API

Example: ~/api/rest/recording/contact/1/metadata/key

If you do not provide a metadata key, the Server API modifies the whole metadata set.

Example: ~/api/rest/recording/contact/1/metadata

To delete a specified key in a metadata set, you must provide the key and set the value for that
metadata key to null. The GET method returns the metadata for a contact.

Sample request:
{
"myText" : {
"value" : "my NEW sample data!"
},
"secretText" : {
"value" : "I am a CHANGED value that is stored encrypted."
}}

Sample response:
{
"myText" : {
"encrypted" : false,
"exportable" : true,
"name" : "Sample Text Field",
"value" : "my sample data!",
"type" : "Text",
"key" : "myText"
},
"secretText" : {
"encrypted" : true,
"exportable" : false,
"name" : "Sample Secret Text",
"value" : "I am a value that is stored encrypted.",
"type" : "Text",
"key" : "secretText"
}
}

To support a single contact:

29
Server API

1. Send a POST request to /api/rest/recording/contact/1/export. Include the

following statement in the request body:

{"mediaFormat":"MP4"}

You should get the following request response:

{
"id" : 303916344608,
"isComplete" : false,
"exportUrl" : "http://<server-ip>/export/recording-1-
303916344608.mp4",
"mediaFormat" : "MP4"
}

Note: If an error occurs during export, the request response includes an error
attribute whose value describes the error and isComplete remains false.

2. To determine when the export completes, send the following GET request at regular
intervals.

GET to /api/rest/recording/contact/1/export/303916344608

The response to the GET request appears in the same format as the response to the
original POST request. Periodically repeat the GET request until the “isComplete” attribute
is true or the error attribute has a value.

3. Send a GET request to the URL identified by the “exportUrl” attribute to download the
exported file.

Example: http://<server-ip>/export/recording-1-
303916344608.mp4

After you issue the request, the Server API transfers the exported file and then deletes the
exported file from the server.

30
Recording Controls API
The Recording Controls API is a client API. The Recording Controls API provides a means for users to
create an external application that interfaces with the Quality Management system and allows agents
to perform the following actions:

l Tag calls for recording and retention

l Pause a recording

l Resume a recording

l Restart a recording

Note: The Restart command is not supported with Gateway Recording and will be
removed in a future release.

l Delete calls marked for recording

l Attach user-defined metadata to calls

l Start and stop call segments

l Log on to phones and log out of phones—only Agent Recording supports this feature. This
feature is not supported for Gateway Recording.

l Start and stop screen only recording

CAD and Finesse

You can integrate the Recording Controls API with Cisco Agent Desktop (CAD) or Finesse using
Hypertext Transfer Protocol (HTTP) actions. HTTP actions pass information in the form of an HTTP
request from the agent desktop to a third-party application (in this case, the Recording Controls API)
using HTTP methods. For more information on configuring CAD, see the Quality Management
Integration Guide for CAD and Finesse.

Hot Desking
Hot desking is a situation where one desk is shared by several people who use the desk at different
times. This work surface can be an actual desk or just a terminal link. Companies use hot desking
when not all the employees are in the office at the same time, or employees are not regularly in the
office for very long.
The Recording Controls API provides a Login and Logout command to the Recording Cluster and
Desktop Recording service for hot desking.

31
Recording Controls API

You must configure the device for hot desking. See “VoIP Devices” in the Administrator User Guide
for more information on hot desking.

Recording Controls API Requirements

Messages are sent to the Recording Controls applet on the Web Base server. Cisco Recording Controls
listens on port 80 or 443 for incoming recording commands. The messages require the following
information:

n Protocol: HTTP

n IP Address: <Web Base server>

n Port: 80 for HTTP and 443 for HTTPS

n Agent identifier—when sending API Recording commands to Recording Controls, you

need to identify the Quality Management user associated with the command.

Agent Identifiers
The agent can be identified in one of the following ways:

n Userdomain and username—use the userdomain and username as the agent identifier
when you send an API command.

Example: userdomain=CISCO&username=john.doe

n Peripheral_id and sender_id—the peripheral_id and sender_id appear in the User ID

column in Quality Management Administrator (Personnel > User Administration node).
The User Administration window displays the agent identifier in the following format:

<peripheral_id>.<sender_id>

Example: 5000.1234

You can use sender_id and peripheral_id when you send an API command.

Example: sender_id=1234&peripheral_id=5000

How to Find the Microsoft Windows Login Name

There are two ways to find a login name on a user’s PC. The one you use depends on
which application the user is using and the available API type.

32
 Recording Controls API

n SENS events—If the application has access to the Windows API, you can use
Windows events to get notification when a user logs in or logs out. The Desktop
Recording service uses SENS events.

n Environment variables—When a user logs in, the following environment variables

are set:

l USERDOMAIN

l USERNAME

Cisco Recording Controls uses environment variables.

Rules for Recording Controls Commands

n Commands are case-insensitive.

n You can send multiple commands for the same call.

Example: You can attach metadata to a call and tag the same call for retention.
However, once you delete a call using the delete command, the metadata and tag
commands have no effect.

n In a multi-tenancy environment, the sender_id and extension must be unique across the
entire system.

n The buttons that are available to an agent or knowledge work are configured from Role
Permissions window in Quality Management Administrator. See "Recording Control
Buttons" in the Administrator Guide for more information.

n The Recording Controls IP Phone Service can display up to four soft buttons at a time
(some phones, like the IP Communicator soft phone, can allow as many as five buttons).
To see additional commands, the user must press a button to display more commands.

For more information about the Recording Controls Browser application, see the User
Guide.

n If you are using Gateway Recording without reconciliation Gateway Recording, none of
the API commands are supported.

n If you are using Gateway Recording with reconciliation, the following Recording Controls

33
Recording Controls API

API commands are not supported:

l Login

l Logout

l Start Segment

l Stop Segment

l Start Screen

l Stop Screen

n These commands are generally issued at the time of recording. Gateway Recording only
supports commands that can be issued after the call is recorded.

n For Gateway Recording, the use of recording commands is not supported for the
extensions in the exclusion list.

Recording Commands
This section explains the following concepts:

n Syntax of recording commands

n Function of each recording command

n Active and last calls

n Using commands with an outbound dialer

Command Syntax
The Recording Controls API supports the following HTTP methods:

n GET

http://<Web Base server

IP>/recordingcontrols/rest/<command>?<agent
identifier>&<variable>=<variable value>

n POST

http://<Web Base server IP>/recordingcontrols/rest/<command>

{
"<agent identifier>":"<agent identifier>",
"metadata":{

34
 Recording Controls API

"<variable>":"<variable value>"
}
}

where:

n <Web Base server IP> is the IP address of the Web Base server.

n <command> is the recording controls command you want to send. Valid commands are
record, pause, resume, restart, delete, login, logout, metadata, start, stop, start_
screen, and stop_screen.

n <agent identifier> is the peripheral_id and sender_id or the username or userdomain of

the agent. For more information on agent identifiers, see Agent Identifiers.

n <variable> and <variable value> (optional) are additional information you want to attach
to the command.

Example: <key>=<value> or <key>:<value>

Commands that require variables are login, logout, metadata, start_screen, and stop_
screen.

Command Functions
Recording commands allow you to control a recording.

Example: You can use recording commands to record a call, pause the recording, and attach
metadata to a recording.

The following table describes how the recording commands interact with each other and the Quality
Management components.

35
Recording Controls API

Recording commands
Command Function

Record Records a call and uploads the call to the Quality Management
server at the end of the day.
In the Recording Controls API, the <command> is record.
The Record Tag command behaves as follows:

n Agent Recording—marks a call for recording, even if

archiving is not enabled and the call does not meet the
workflow criteria. The Record Tag command overrides
both the Don’t Record list and the workflow classifiers.

n Gateway/MediaSense Recording—marks a recording as

tagged if archiving is enabled and the call meets the
workflow criteria. The Record Tag overrides the
workflow, but does not override an exclusion list in the
Exclusion List window because the root contact does not
know the agent’s identity when recording. See
“Recording Controls Considerations for Gateway
Recording” in the Administrator Guide for more
information.

Quality Management stores agent-tagged calls with the Agent

Tagged reason code, and saves them for the retention time
configured in Quality Management Administrator.
Agent Recording:

n The Record Tag command is valid for the active call and
the last call.

n If Quality Management is not recording the active call,

Quality Management starts recording the call when you
invoke the command and adds the Agent Tagged reason
code.

n If Quality Management is recording two active calls (for

example, an inbound ACD call and an outbound
consultation call), Quality Management tags the call that
triggered the recording to begin.

36
 Recording Controls API

Command Function

n If Quality Management is not recording two active calls

(for example, an inbound ACD call and an outbound
consultation call), Quality Management begins recording
the first call sent to the agent, based on the call start
times, and tags the first call when you invoke the Record
Tag command.

Gateway/MediaSense Recording and Agent Recording:

n When Quality Management actively recording a call, the

Tag command adds the Agent Tagged reason code to the
data associated with the call.
n When Quality Management is not actively recording a call,
the Tag command changes the reason code associated
with the last recorded call to the Agent Tagged reason.
n If Quality Management did not record the last call, nothing
happens. Quality Management cannot update the reason
code when no recording is available.

37
Recording Controls API

Command Function

Pause Temporarily halts the recording of:

n Audio—the audio recording is silent for the duration of the

pause in the final recording where an agent discussed
sensitive information.
n Screen—the screen recording displays the following
message for the duration of the pause in the final
recording where an agent typed sensitive information on
the screen.

Screen recording paused

When you cannot record sensitive information (such as Social

Security numbers) for security or liability reasons, use the Pause
command. The Pause command allows you to omit sensitive
information from the final recording. This command adheres to
the Payment Card Industry Data Security Standard (PCI DSS)
for protecting consumer data.
Calls are available for playback prior to reconciliation with
silence where an agent used the Pause command. These calls
are accessible by anyone with the archive user role.
When using the Pause command, note the following:

n Agent Recording:

l The pause command is valid for active calls only.

l If you send a pause command for a call currently in

the paused state, the pause command has no
effect.

l The pause command does not affect live

monitoring.

n Gateway/MediaSense Recording delays the pause. The

pause will appear in the recording after the recording is
uploaded.
Issue the Resume command when you want to start recording
after a pause.

38
 Recording Controls API

Command Function

Resume Resumes recording after you issued a Pause command to stop

the recording.
Agent Recording:

n The Resume command affects voice and screen

recording.

n If the call is not currently paused, the Resume command

has no effect.

n The Resume command is valid for active calls only.

n If you do not use the Resume command, the point at

which you paused the recording is the end of the audio
recording.

n A Resume command does not appear as a mutual silence

event or talkover event during post-call processing.

39
Recording Controls API

Command Function

Restart Restarts or starts the recording of a call.

Note: The Restart command is not supported with

Gateway Recording and will be removed in a future
release.

In the Recording Controls API, the <command> is restart.

Agent Recording:

n If Quality Management is currently recording an active

call, the Restart command stops the audio and screen
recording, deletes that recording, and restarts recording
the call from the point when you issued the Restart
command.

n If Quality Management is not currently recording an active

call, the Restart command starts audio and screen
recording.

n The Restart command is valid for active calls only.

n Quality Management assigns an Agent Tagged reason

code to calls recorded using the Restart command.
Quality Management saves the agent tagged calls even if
archiving is not enabled and the call does not meet
workflow criteria.

Gateway/MediaSense Recording does not support the Restart

command.
Use this command if you call someone and you are immediately
placed on hold for a long time. Issue the Restart command when
you leave the hold queue and begin speaking to a person. This
eliminates the period when you are on hold (for example, 20
minutes of recorded on-hold music).

40
 Recording Controls API

Command Function

Delete Marks a recording for deletion, even if archiving is enabled, the

call meets workflow criteria, the extension is in the inclusion list,
or it is tagged for retention. The Delete command deletes the
recorded files and any metadata, and uploads the basic contact
data to Quality Management to maintain accurate call counts.
In the Recording Controls API, the <command> is delete.

n The Delete command is valid for the active call only.

n The Delete command has precedence over all other

commands.

n Once you delete a call you cannot record it by issuing the

Record Tag command.

n Deleted calls are not available for archive purposes or

quality management purposes.

n You cannot view deleted calls in Quality Management.

n For Gateway/MediaSense Recording, the recording is

deleted for the person who sends the command, but the
audio recording might continue to exist in the root call or in
other calls associated with this call.

Login Sends a login request that associates an agent with the specific
extension for hot desking.
The Recording Controls IP Phone Service does not have
login/logout capabilities. Use Cisco’s Extension Mobility IP
Phone application to log in by phone.
In the Recording Controls API, the <command> is login. You
must include the unique extension of the phone that the agent is
logging into.
This command is not supported if you are using
Gateway/MediaSense Recording.

41
Recording Controls API

Command Function

Logout Sends a logout request that associates an agent with the specific
extension for hot desking.
In the Recording Controls API, the <command> is logout.
This command is not supported if you are using
Gateway/MediaSense Recording.

42
 Recording Controls API

Command Function

Metadata The Metadata command attaches metadata to an active call. If

Quality Management does not upload the current call (or
previous) for archiving because of workflow criteria, then the
metadata will be uploaded to the database but will not appear in
the interface.
In the Recording Controls API, the <command> is metadata.
You must include at least one key/value pair (<key>=<value> or
<key>:<value>).

n The Metadata command is valid for the active call and the
last call.

n You can associate maximum of 30 metadata items with a

call. You can accomplish this with 30 Metadata
commands containing one key/value pair each, or one
Metadata command containing up to 30 key/value pairs.

n You can only attach metadata defined in Quality

Management Administrator (Recordings > Metadata) to a
call. If you add an unknown key to a Metadata command,
Quality Management ignores the unknown key.

The Metadata command interacts with the active call, including

the time up until the next call starts. If you invoke the Metadata
command during a call, Quality Management uploads the
metadata to the database at the same time as the rest of the call
data. If you invoke the Metadata command after the call but
before the next call, Quality Management uploads the metadata
separately at the time you invoke the command and Quality
Management stores the metadata with the last known call. Calls
that occur after a recorded call that do not match the inclusion
list are not counted as the next call.

Note:  Quality Management resets the last known call at

login, so Quality Management cannot attach metadata to
the last known call before logout or shutdown after the
next login occurs. Quality Management attaches
metadata to calls that span the configured end of
day/upload time.

Successive calls to the Metadata command using the same key

43
Recording Controls API

Command Function

name update the existing metadata for that call.

Specifying an empty value for a key removes that metadata field
association for the call.
Valid formats for metadata are as follows.

n Dates—Dates must be in yyyy-mm-dd format (for example

2009-09-24).

n Numbers—Numbers can start with and contain a decimal

point (for example, valid numbers are .30, 10.7, and
2500). Numbers cannot end with a decimal point or
contain a comma (for example, invalid numbers are 30.
and 2,500).

n Text—Text key values cannot contain the reserved

characters.

Example: & or =

All other alphanumeric characters are valid.

You can find the decimal point in the * key menu and the dash in
the zero key menu on your phone.

44
 Recording Controls API

Command Function

Start Segment Starts the audio and screen recording of an active call. This com-
mand allows you to override the automatic exclusion lists to start
recording their current call and treat it as a normal contact.
In the Recording Controls API, the <command> is start.
Agent Recording:

n If Quality Management is not currently recording an active

call, the Start Segment command starts audio and screen
recording.

n If Quality Management is currently recording an active

call, the Start Segment command has no effect.

n If the active call ends before the recording is stopped by

the agent, the recording is saved according to workflow
criteria.

n The Start Segment command does not override the

workflow.

n The Start Segment command does override the exclusion

list in the Exclusion List window.

Example: If you are using an Outbound Dialer, you

can add the Outbound Dialer to the exclusion list to
prevent recording from starting when an agent logs
in. The agent can use the Start Segment and Stop
Segment commands to override the exclusion list
and record each outbound call. For more
information, refer to Using Commands with an
Outbound Dialer.

Gateway/MediaSense Recording does not support the Start

Segment command.

45
Recording Controls API

Command Function

Stop Segment Stops the audio and screen recording of an active call. The
recording is then saved according to workflow criteria as a new
contact.
In the Recording Controls API, the <command> is stop.

n Agent Recording supports the Stop Segment command

only during active calls.

n Gateway/MediaSense Recording does not support the

Stop Segment command.

The agent can use the Stop Segment command to stop the
recording after a sale has been made and before payment
information is taken in order to omit customer data in adherence
with PCI DSS.

46
 Recording Controls API

Command Function

Start Screen Starts screen recording regardless of whether or not you are
participating in an active call. Use this command to record chat
or email interactions with a customer.
Voice contact recordings and screen only contact recordings
can be bracketed or interleaved.

Example: You can send the Start Screen command to

record your screen while not participating in an active call.
If you receive a phone call or make a call during this time,
a separate voice and screen contact might be created
according to workflow (or you can send the Start
Segment and Stop Segment commands to create the
contact). After the active call has ended, another screen
only contact is created and will continue until you send the
Stop Screen command.

In the Recording Controls API, the <command> is start_screen.

Agent Recording:

n The Start Screen command is only supported with the

Advanced bundle.

n If Quality Management is not currently recording an active

call, the Start Screen command starts screen only
recording.

n If Quality Management is currently recording an active

call, the Start Screen command has no effect on the
current recording. The screen only recording will begin
after the active call has ended (if the Stop Screen
command has not been issued). The call recording and
the screen only recording are saved as separate contact
recordings.

Gateway/MediaSense Recording does not support the Start

Screen command.
After issuing the Start Screen command, you can send other
commands. The following list contains the commands that are
supported with screen only recording and the expected

47
Recording Controls API

Command Function

behavior.

n Pause—Pauses the current screen only recording

n Resume—When sent after the Pause command, resumes
the screen only recording
n Restart—Stops the screen only recording, deletes that
recording, and restarts the screen only recording from the
point when you issued the Restart command.

Note: The Restart command is not supported with

Gateway Recording and will be removed in a
future release.

n Delete—Deletes the screen only recording. You must

send the Stop Screen command either before or after the
Delete command in order to be able to send the Start
Screen command again to start another screen only
recording.
n Metadata—Attaches metadata to the active screen only
recording

All other commands have no affect on the current screen only

recording.
Issue the Stop Screen command to stop screen only recording.

48
 Recording Controls API

Command Function

Stop Screen Stops screen recording.

In the Recording Controls API, the <command> is stop_screen.
Agent Recording:

n The Stop Screen command is only supported with the

Advanced bundle.

n If Quality Management is currently recording screen only,

the Stop Screen command stops the screen recording.
The Stop Screen command only has an effect if you
previously issued the Start Screen command.

n If the Stop Screen command is not sent after the Start

Screen command, the maximum contact recording length
is 4 hours.

Gateway/MediaSense Recording does not support the Stop

Screen command.

Config Displays configuration information for the specified user. A user

is configured for desktop recording if no serverHost is returned.
In this case you need to send commands via the applet, not the
server.

Effects of Issuing Recording Control Commands

The following table indicates the effect of issuing a recording command when the call is currently
being recorded, and when the call is not being recorded.

Command Currently Recording Not Currently Recording

Record Sets Reason Code to TAGGED. Call recording starts. Sets

Reason Code to
TAGGED.

Pause Recording paused. None.

Pause URL Recording paused. None.

Resume Recording resumes (if previously paused). None.

Restart Recording restarts. Sets Reason Code to Recording starts. Sets

TAGGED. Reason Code to
TAGGED.

49
Recording Controls API

Command Currently Recording Not Currently Recording

Delete Call deleted. None.

Start Segment None. Recording starts.

Stop Segment Recording stops and is saved according to None.

workflow criteria.

Start Screen If there is a current voice and screen record- Screen only recording
ing, the Start Screen command has no effect starts.
on the current recording. The screen only
recording will begin after the active call has
ended (if the Stop Screen command has not
been issued) and will be created as a sep-
arate contact recording. If there is a current
screen only recording, the Start Screen com-
mand has no effect.

Stop Screen If there is a current screen only recording, None.

screen recording stops. The Stop Screen
command only has an effect if you previously
issued the Start Screen command.

HTTP Status Codes

The Recording Controls API returns HTTP status codes that indicate whether a command was
successfully executed. These status codes are as follows.

Status Code Description

200 OK The command was executed successfully.

400 Bad Request The command did not execute due to a configuration issue or
invalid parameters.

401 Unauthorized The command did not execute due to permission issues.

500 Internal Server Error The command did not run due to an internal server error.

Active and Last Call

You must understand the difference between the terms active call and last call. Some commands
can apply to either one of these call types. Some commands can apply to a single call type.
An active call occurs when the user is on a call with one or more parties. A call on hold is still an active
call. The active call starts when the user receives the call (phone is ringing) or makes a new call. The
active call ends when the user hangs up the phone.

50
 Recording Controls API

The last call is the previously recorded call. Any valid recording commands sent after a call ends, and
until another call, that matched the inclusion list, is received or made by the user, apply to the last call.
The following table indicates whether the recording command applies to the active call, the last call, or
both.

Command Active Call Last Call

Pause Yes No

Pause URL Yes No

Resume Yes No

Record Yes No

Restart Yes No

Delete Yes No

Login No—The recording command applies to the No

next active call.

Logout Yes—An active call stop recording. No

Metadata Yes Yes

Metadata and &active_ Yes No

call_only=true

Segment and Save Yes No

Segment and Delete Yes No

Start Screen Yes—And when there is no active call. No

Stop Screen Yes—And when there is no active call. No

Command Examples

Login command examples:

n GET

http://<Web Base server IP>

/recordingcontrols/rest/login?sender_id=1234&peripheral_
id=5000&extension=1234

n POST

51
Recording Controls API

http://<Web Base server IP>/recordingcontrols/rest/login

{
"sender_id": "1234"
"peripheral_id": "5000"
"extension": "1234"
}

Metadata command examples:

n GET

http://<Web Base server IP>

/recordingcontrols/rest/metadata?userdomain=acme&username=jan
edoe&<key>=<value>&<key>=<value>

n POST

http://<Web Base server IP>/recordingcontrols/rest/metadata

{
"userdomain": "acme"
"username": "janedoe"
"metadata": {
"<key>": "<value>",
"<key>": "<value>"
}
}

Pause command examples:

n GET

http://<Web Base server

IP>/recordingcontrols/rest/pause?sender_id=1234&peripheral_
id=5000

n POST

http://<Web Base server IP>/recordingcontrols/rest/pause

{
"sender_id": "1234"
"peripheral_id": "5000"
}

52
 Recording Controls API

Resume command examples:

n GET

http://<Web Base server IP>

/recordingcontrols/rest/resume?userdomain=acme&username=janed
oe

n POST

http://<Web Base server IP>

/recordingcontrols/rest/resume
{
"userdomain": "acme"
"username": "janedoe"
}

Start segment command examples:

n GET

http://<Web Base server

IP>/recordingcontrols/rest/start?sender_id=1234&peripheral_
id=5000

n POST

http://<Web Base server IP>/recordingcontrols/rest/start

{
"sender_id": "1234"
"peripheral_id": "5000"
}

Using Commands with an Outbound Dialer

An outbound dialer creates a single “nailed up” call for the entire time you are logged in.
This results in all of your outbound calls being combined into one large recording, even
though you might make numerous outbound calls during your session. Use the Start
Segment and Stop Segment commands to break this large nailed up call into multiple
contact recordings.

Send the Start Segment command at the beginning and the Stop Segment command at
the end of each outbound call to create a unique contact recording for each outbound

53
Recording Controls API

call. The Start Segment command starts the audio and screen recording of an active call.
The Stop Segment command stops the recording. The recording is then saved according
to workflow criteria as a new contact. Send the Start Segment command again at the
beginning of your next outbound call to start another unique contact recording.

Integrating Recording Commands with CAD and Finesse

For more information on integrating CAD and Finesse with the Recording Controls API,
refer to the Quality Management Integration Guide for CAD and Finesse.

Configuring Recording Controls

Cisco Recording Controls is installed on the Quality Management Web Base server when you install
Quality Management.

Recording Controls software has a configuration file called recordingcontrols.properties. This

configuration file controls the behavior of the Recording Controls browser application and user
applications.
This file resides on the Quality Management Web Base server where you installed the Recording
Controls browser application. The default folder is one of the following:
C:\Program Files\Cisco\WFO_QM\config
The following example displays a typical recordingcontrols.properties file.
#log4j.rootLogger=INFO,LOG,DBG
log4j.rootLogger=DEBUG,LOG,DBG
#log4j.rootLogger=CALL#com.Cisco.util.log.SplkLevel,LOG,DBG
#log4j.rootLogger=TRACE,LOG,DBG
#log4j.rootLogger=DUMP#com.Cisco.util.log.SplkLevel,LOG,DBG

log4j.appender.LOG=com.Cisco.util.log.SplkRollingFileAppender
log4j.appender.LOG.layout=org.apache.log4j.PatternLayout
log4j.appender.LOG.Threshold=INFO#com.Cisco.util.log.SplkLevel
log4j.appender.LOG.File=../log/recordingcontrols.log
log4j.appender.LOG.MaxFileSize=3MB
log4j.appender.LOG.MaxBackupIndex=2
log4j.appender.LOG.layout.ConversionPattern=%d %-5p %X{EC}%m%n

log4j.appender.DBG=com.Cisco.util.log.SplkRollingFileAppender
log4j.appender.DBG.layout=org.apache.log4j.PatternLayout
log4j.appender.DBG.Threshold=DUMP#com.Cisco.util.log.SplkLevel
log4j.appender.DBG.File=../log/recordingcontrols.dbg
log4j.appender.DBG.MaxFileSize=10MB
log4j.appender.DBG.MaxBackupIndex=20

54
 Recording Controls API

log4j.appender.DBG.layout.ConversionPattern=%d %-5p %X{EC} [%t|%X{CML}]

%m%n

splk4j.appender.DBG.accept=STACK#com.Cisco.util.log.SplkLevel
splk4j.watch.check.sec=5
splk4j.watch.error.sec=600

recordingcontrols.title=Cisco Recording Controls

Use the recordingcontrols.properties file to:

n Control the debug levels for the Recording Controls browser application

n Change the title that appears at the top of the browser application and IP Phone service

n Control the Recording Controls buttons available to Quality Management users who are
agents and knowledge workers

n Change the order in which the Recording Controls buttons appear in the IP Phone service

n Specify the URL used when pausing and resuming a screen recording

For more information on files with the PROPERTIES extension, see the Quality Management
Troubleshooting Guide.

Changing the Debugging Level

The first 25 lines in the recordingcontrols.properties file start with “log4j” or “splk4j.” These lines
control the type and amount of debugging information generated by the Recording Controls webapp
when it is running. This topic explains how to change debugging levels in the properties file.

See “Logs and Debugging” in the Quality Management Troubleshooting Guide for additional
debugging information.

Changing the Title

You can change the title that appears at the top of the Browser application or IP Phone service in the
recordingcontrols.properties file.

Example: You could change the title to Acme Recording Controls.

recordingcontrols.title=Acme Recording Controls

Upgrading Quality Management

If you upgrade your version of Quality Management, any changes to the recordingcontrols.properties
files are lost in the upgrade. Back up the recordingcontrols.properties file if you want to save your
changes to this file.

55
Recording Controls API

Configuring the IP Phone Service

The IP Phone service runs as a Phone XML application on Cisco phones. This section describes how to
configure Unified CM for the IP Phone service.
After you configure the IP phone service for Recording Controls IP Phone Service in Unified CM (see
Configuring Unified CM for IP Phone Service) and assign the IP phone service to the Quality
Management users’ IP phones, they can access it just like any other IP phone service by pressing the
Services button on their phone.

Recording Controls IP Phone Service Considerations

When configuring Recording Controls for the IP Phone service, consider the following:

n The Recording Controls IP Phone service only runs in a Cisco environment.

n The Recording Controls IP Phone service only supports Network Recording and Server
Recording (SPAN). If a user configured for Desktop Recording (Endpoint) tries to access
the IP Phone service, an error appears.

n To use the Recording Controls IP Phone service, you must configure an IP phone service
and assign agents to the IP phone service in Cisco Unified CM.

n The Recording Controls IP Phone Service supports all Cisco IP phones that can support
services, as well as the Cisco IP Communicator soft phone.

n The Recording Controls IP Phone Service does not have login/logout capabilities. Use
Cisco’s Extension Mobility IP Phone application to log in by phone.

Configuring Unified CM for IP Phone Service

Before you can use the Recording Controls IP Phone service, you must configure an IP phone service
and assign the service to Quality Management users’ phones in Unified CM to support the Recording
Controls IP Phone Service. The information provided in this section applies to Unified CM 5.1. Other
Unified CM versions might differ. Please refer to the appropriate Unified CM Administration
documentation for your version of Unified CM for the most accurate information.
Regardless of the Unified CM version, there are two basic steps required to create an IP phone service:

1. Create an IP phone service definition with a name and URL.

2. Assign the IP phone service to one or more IP phones.

Creating an IP Phone Service Definition

1. Log into Cisco Unified CM Administration.
2. From Cisco Unified CM Administration, choose Device > Device Settings > Phone Services.

56
 Recording Controls API

The Find and List IP Phone Services window appears.

The Find and List IP Phone Services window appears.

3. Click Add New. The IP Phone Services Configuration window appears.

4. Enter the information in the Service Information pane for the Recording Controls IP Phone
Service, select the Enable check box, and click Save.

When you enter information in these fields, note the following:

n You can assign any name you want to the Recording Controls IP Phone Service in the
Service Name field. You can also assign the same name to the ASCII Service Name
and Service Description fields. This name appears on the user’s phone when the
user presses the Services button on the phone. In this document, the examples use
Recording Control as the service name.
n You must enter the Service URL using the following format:

http://<IP address>/recordingcontrols/ipp/main

Where <IP address> is the IP address or hostname for the Quality Management Web
Base server.

n Choose XML Service as the Service Category.

n Choose Standard IP Phone Service as the Service Type.
The Service Parameter Information pane appears on the IP Phone Services Configuration
window. No additional parameters or information is required.

Assigning the IP Phone Service to Agents’ Phones

The agent phones must comply with the following requirements before you can perform this task.

n The phone must be associated with a Recording Cluster in the VoIP Device table in Qual-
ity Management Administrator
n The agent must be assigned to the phone, or logged into the phone with a configured
Extension Mobility (EM) profile in Quality Management Administrator
n The Quality Management Web Base server must be able to open the IP phone’s con-
figuration page (http://<Device IP>/DeviceInformationX)
This task shows you how to assign the IP phone service to Quality Management agent phones. The
agent phones configured in this step are the phones that can use the Recording Controls IP Phone
Service.

57
Recording Controls API

1. From Cisco Unified CM Administration, choose Device > Phone.

The Find and List IP Phone Services window appears.

2. Use the search options to locate the phone you want to assign the IP phone service to.
3. Choose the phone you want from the Search Results list.

The Phone Configuration window appears.

4. Choose Subscribe/Unsubscribe Services from the Related Links drop-down list, and then
click Go.

The Subscribed Cisco IP Phone Services dialog box appears.

5. Choose the service you created in from the Select a Service drop-down list, and then click
Next.

The Subscribed Cisco IP Phone Services window displays the information associated with
the selected service.

6. Click Next.
7. Click Subscribe to add the service to the list of services assigned to the agent’s phone.

The Subscribed Cisco IP Phone Services dialog box displays all subscribed services.

8. Click Save.

The new IP phone service appears in the service list when the agent presses the Services
button on their hard or soft phone.

9. Repeat steps 1-8 for each Quality Management agent you want to assign this service to.

The Cisco IP Phone Service can only be used by Quality Management agents who are using
the Network Recording service.

Verifying that the Recording Controls IP Phone Service is Working

If you are using the Recording Controls IP phone service, verify the service is configured correctly.
Only users who are properly configured to use Network Recording service can use the Recording
Controls IP Phone Service. If you configure a user to use Desktop Recording service, they must use the
Recording Controls Browser application to control their recordings.

1. From your Cisco IP phone or Cisco IP Communicator soft phone, press the Services button.
The Services menu appears.

58
 Recording Controls API

2. Select the IP phone service for the Recording Controls.

You can assign any name to this service. In this example, the name of Recording Controls IP
Phone Service is Recording Control.

If the Recording Controls IP Phone Service is working, the Recording Controls IP Phone
Service base screen appears.

If the Quality Management user is not configured correctly for Network Recording, the
Recording Controls IP Phone Service displays an error message.

3. If this error message appears, check the user’s configuration settings in Quality Man-
agement Administrator and try again.

59
Recording Verification API
The Recording Verification API is a client API. The Recording Verification API provides a means for
users to create an external application that interfaces with the Quality Management system and allows
users to check the call status and verify it is being recorded.
The Recording Verification API allows you to search call status by user name. You can also include the
Automatic Number Identification (ANI) and/or Dialed Number Identification Service (DNIS) in your
search.
Cisco Recording Verification is designed to work with a custom CTIOS application, called HUVR, that is
used for outbound dialing recording verification.
The Recording Verification API is part of Ciscoo Recording Controls and is installed when Cisco
Recording Controls is installed. This section contains only information on Recording Verification.

See Recording Controls API for more information.

Recording Verification API Requirements

Your site must be configured for Agent Recording. Gateway Recording is not supported. For more
information on Agent Recording, see the Quality Management Integration Guide.
Messages are sent to the Recording Controls on the Web Base server. Cisco Recording Controls listens
on port 80 or 443 for incoming recording commands. The messages require the following information:

n Protocol: HTTP

n IP Address: <Web Base server>

n Port: 80 for HTTP and 443 for HTTPS

Recording Verification Commands

Messages are sent to the Recording Controls applet on the Web Base server. By default, Cisco
Recording Controls listens on port 80 or 443 for incoming recording commands. The messages
require the following information:

n Protocol: HTTP

n IP Address: <Web Base server>

n Port: 80 if you are not using HTTPS and 443 if you are using HTTPS

Command Syntax
The Recording Verification API supports the following HTTP GET method:

61
Recording Verification API

http://<Web Base server IP>/recordingcontrols/rest/call_

status?username=<first name>.<last name>&ani=<variable
value>&dnis=<variable value>
where:

n <Web Base server IP> is the IP address of the Web Base server.

n <first name> is the first name of the agent.

<last name> is the last name of the agent.

n The ani and dnis parameters and their associated <variable value> are optional.

Example: ani=18005555555 or dnis=4023

To get the call status for a specific agent:

Note: This example also applies if you used skilltarget_id or sender_id instead of username as
the ID parameter. If you use all three of these ID parameters in the command, the search will
return information only for the first ID parameter in the command.

Example: http://<Web Base server IP>

/recordingcontrols/rest/call_status?username=joe.smith

If an active call was not answered, you will see the following response:
HTTP/1.1 200 OK
Date: Tue, 27 May 2014 15:28:23 GMT
Transfer-Encoding: chunked
{"contactId":"null","callActive":"true"}

A response usually includes the contactId and the callActive parameters. When callActive is true,
Quality Management sees the call and plans to record it.
If the active call was answered, you will see the following response:
HTTP/1.1 200 OK
Date: Tue, 27 May 2014 15:28:23 GMT
Transfer-Encoding: chunked
{"contactId":"79","callActive":"true"}
If there is no active call, you will see the following response:
HTTP/1.1 200 OK
Date: Tue, 27 May 2014 15:46:41 GMT

62
 Recording Verification API

Transfer-Encoding: chunked
{"contactId":"null","callActive":"false"}

To get the call status for a specific agent and DNIS:

Note: This example also applies if you used ANI or ANI and DNIS instead of DNIS. Or you used
skilltarget_id or sender_id instead of username.

Example: http://<Web Base server IP>

/recordingcontrols/rest/call_
status?username=joe.smith&ani=3002

If there is an active call, you will see the following response:

HTTP/1.1 200 OK
Date: Tue, 27 May 2014 15:28:23 GMT
Transfer-Encoding: chunked
{"contactId":"79","callActive":"true"}
If there is an active call and it is not being recorded, you will see the following response:
HTTP/1.1 200 OK
Date: Tue, 27 May 2014 15:48:39 GMT
Transfer-Encoding: chunked
{"status":"User Joe is not configured for recording"}

63
Post-Call Survey API
The Post-Call Survey API is used by the client and the server. The Post-Call Survey API provides a means
of importing customer surveys into Recording and Quality Management.
The survey application (that is, the system that performs the survey) is independent from Recording
and Quality Management. You can use any type of interactive survey method (such as, IVR, email, or
SMS). There are two CSV files: a Form CSV file and a Results CSV file. The survey application must write
the results of the survey to a Results CSV file and the actual survey to the Form CSV file.
The interactive survey method greets the inbound caller and, through a voice script, determines
whether or not the caller should be offered the option to take a post-call survey. If the caller agrees to
be a survey candidate, the interactive survey method script generates a unique identifier (Survey ID)
and determines the survey form (Form ID) to present at the conclusion of the call.

Recording and Quality Management assigns a call identifier for a call to the post-call survey. The call
identifier acts as the survey ID so a call can be matched with its post call survey. The possible call
identifiers are as follows:

n Associated Call ID—the survey connects to all contacts with this call identifier.

n Contact ID—the survey connects to a single contact with this call identifier. This call iden-
tifier is located in the results column of the first question in the results file.
n ICM Call ID—the survey connects to a specific contact with this call identifier.
Recording and Quality Management retrieves the watched folder. The default folder is located at:
C:\Program Files\Common Files\QM\surveys. You can change the default location in the
fileobserver.properties file located at C:\Program Files\Ciscoo\WFO_QM\config on the Operations
server.
Recording and Quality Management retrieves the CSV files from the watched folder when it is updated
and imports the survey results using the Survey ID as the common key. The Media Player displays the
survey results in the Post-Call Survey tab for a selected call.

Post-Call Survey API Requirements

The survey application is independent from Recording and Quality Management. You can use any type
of interactive survey method (such as, IVR, email, or SMS). The survey must:

n Contain a Survey ID
n Use the CSV format

CSV Format
The file name convention for the CSV files are as follows:

65
Post-Call Survey API

CSV file CSV Format

Form File name: Form_<FormID>.csv

where <FormID> is a number.
CSV format:
<Form Name/Description>,<Status=editable/active><Date
Created (yyyy-MM-dd)>,<Total Points>
<Question #>,<Question Type>,<Question>,<Question
Responses and Weights (option - text for response - weight)>
where <Form Name/Description> must be unique.

66
 Post-Call Survey API

CSV file CSV Format

Results File name: Results_<yyyyMMdd>_<HHmm>_

<UniqueIdentifier>.csv
where:

n <UniqueIdentifier> is an ID that is unique to each CSV

file. The following example uses the UCID. You could spe-
cify a counter or any value that ensure the CSV file has a
unique name.
n <yyyyMMdd> is the year, month, and date.
n <HHmm> is the time in hours and minutes.

Note: A single digit for month, day, or hour must

contain a leading zero to be considered valid.

Example: Results_20140817_1938_
16858473654321.csv

CSV format
<UniqueIdentifier>,<Form ID>,<survey Total Score>,1,<UCID
(CallIdentifier)>,<Received score/weight>
<UniqueIdentifier>,<Form ID>,<survey Total
Score>,2,<AGENTID (Agent ID)>,<Received score/weight
<UniqueIdentifier>,<Form ID>,<survey Total
Score>,<Question #>,<Result>,<Received score/weight>
<UniqueIdentifier>,<Form ID>,<survey Total
Score>,<Question #>,<Result>,<Received score/weight>

Post-Call Survey Commands

Messages are sent to the Post-Call Survey API on the Operations server. By default, Post-Survey API
listens on port 80 or 443 for incoming survey commands. The messages require the following
information:

n Protocol: HTTP

n IP Address: <Web Base server>

67
Post-Call Survey API

n Port: 80 if you are not using HTTPS and 443 if you are using HTTPS

Command Syntax
The Post-Call Survey API supports the following HTTP GET method:
http://<Web Base server
IP>/api/rest/recording/<command>/<callIdentifier.
where

n <Web Base server IP> is the IP address of the Web Base server.
n <callIdentifier> is the Associated Call ID, Contact ID, or ICM Call ID. The <callIdentifier>
for a survey is defined in Recordings > Survey Form Administration in Quality Man-
agement Administrator. See "Survey Form Administration" in the Administrator Guide for
more information.

To get the a post-call survey for a specific Associated Call ID:

Example: http://10.191.205.232/api-rest-recording/surveyForm/291317843898779

To get all active post-call surveys:

Example: http://10.191.205.232/api-rest-recording/surveyForm?status=active

Note: This example returns active forms. Only active forms appear in the Recent Surveys
widget in Unified Workforce Optimization.

To search for a specific survey score:

Example: http://10.191.205.232/api-rest-
recording//contact?expand=metadata&expand=eventCalculations&reason=recorded&range
=date_range_in_the_past_year&survScore=75~less&dojo.preventCache=1406208488884

68
Contact Basic Search API
The Contact Basic Search API returns details about an in progress or most recently completed call. The
returned information consists of the most recent contact that matches the parameters of the search.
The most recent contact might currently be in progress.

Contact Basic Search Commands

Messages are sent to the Contact Basic Search API on the Operations server. By default, Contact Basic
Search API listens on port 80 or 443 for incoming search commands. The messages require the
following information:

n Protocol: HTTP

n IP Address: <Web Base server>

n Port: 80 if you are not using HTTPS and 443 if you are using HTTPS

Command Syntax
The Contact Basic Search API supports the following HTTP GET method:
http://<Web Base server
IP>/api/rest/recording/contactbasicsearch?<search query
parameters>
where:

n <Web Base server IP> is the IP address of the Web Base server.

n <search query parameters> is the search criteria used to filter results. You can combine
query parameters in a search. The supported query parameters are as follows:

l ani
l dnis
l firstName
l lastName
l username—for users in a domain, you can search with domain\user or username.
l displayID—the format of the display ID is as follows:

69
Contact Basic Search API

User Type Format

QM User 0.<database Per-

son ID>

Unified CCX 1.<loginID>

Note: The query parameters are case sensitive.

To search for a specific user:

Example:
http://10.192.247.197:80/api/rest/recording/contactbasicsearch?displayId=
1.6000

Response:

{
"id" : 2,
"assocCallId" : "00001007771411573215",
"recordingUrl" :
"http://10.192.247.197:80/cwfo/apps/Recordings.html?loadContact
=2",
"isComplete" : false,
"agent" : {
"$ref" : "/api/rest/recording/person/3",
"displayId" : "2.6000",
"lastName" : "test agent 1",
"firstName" : "",
"username" : "a1"
}

70
Import API
The Import API will be responsible for creating Ccr, Media, and Media File table entries from POST
requests submitted by a custom written customer application or other HTTP POST methods. The
Import API will return the relevant contact ID created along with the Media objects. Media objects will
respond with the corresponding URL of where each individual media file should be sent for Media
Upload which includes a hashed signature. The customer application will then be responsible for
sending a POST for each file to the appropriate URL path. The existing Cisco Media service will be
leveraged to manage uploading of the media files to the proper SAN/NAS location and setting the
appropriate upload state of the Media Files and Ccr table entries.

General process flow:

In order to complete an upload there will be a series of API calls.

1. Files must be unencrypted (.wav) for audio or unencrypted (webM) for video.
2. 3rd party uses a REST API call to create an authorized session.
3. 3rd party uses a REST API call to identify the contact being created including metadata
which will be inserted into the Cisco database.
4. Cisco Media service responds with Media URL location(s) on where contacts created
should be stored.
5. 3rd party uses a REST API to POST corresponding media to URLs returned in Contact
Creation (step 4).

Import API High Level Diagram

.

JSON Object Request Examples

Note: As part of the Contact Creation (metadata), the Import API will need to know who made
the call. This login name can change slightly depending on the authentication method being
used. If Quality Management is using Active Directory for authentication then Login.Name and
Domain need to be sent in the request. If using Local QM Authentication then Login.Name is
sufficient but DisplayID can also be used for this authentication environment.

n Name—The Login name of the person configured in Recording and Quality Management.
n Domain—If Active Directory Authentication Is used this is the Domain of the person con-
figured in Quality Management.

71
Import API

n DisplayID—Alternate unique string for identifying the person. DisplayID can be found in
the following locations:

l Quality Management database <> Person Table under DisplayID

l Quality Management Administrator > Personnel > User Administration > User ID

Example 1: When Cisco QM System is Integrated to Active Directory for Authentication

{"Person":
{"Name":"Joe.Smith","Domain":"someDomain"},"AssocCallId":"291602527108185
","CallId":"17513561","CalledAddress":"9996","CallingAddress":"9998","Cli
entTimeZone":"Pacific Standard Time","Direction":1,"Files":
[{"fileName":"somename1","FileType":"Audio"},
{"fileName":"somename2","FileType":"Screen","Coordinates":"0,0","DisplayN
ame":"DISPLAY1","Resolution":"1280x800"},
{"fileName":"somename3","FileType":"Screen",
"Coordinates":"0,20","DisplayName":"DISPLAY2","Resolution":"1280x800"}],"
Line":"9998","SiteName":"SomeSite","StartTime":1426194888,"TelephoneGroup
":"SomeTelephonyGroup","Type":"RecordingTypeName"}

Example 2: When Cisco QM system is only using Local QM Authentication

{"Person":
{"DisplayId":"SomeId"},"AssocCallId":"291602527108185","CallId":"17513561
","CalledAddress":"9996","CallingAddress":"9998","ClientTimeZone":"Pacifi
c Standard Time","Direction":1,"Files":
[{"fileName":"somename1","FileType":"Audio"},
{"fileName":"somename2","FileType":"Screen","Coordinates":"0,0","DisplayN
ame":"DISPLAY1","Resolution":"1280x800"},
{"fileName":"somename3","FileType":"Screen",
"Coordinates":"0,20","DisplayName":"DISPLAY2","Resolution":"1280x800"}],"
Line":"9998","SiteName":"SomeSite","StartTime":1426194888,"TelephoneGroup
":"SomeTelephonyGroup","Type":"RecordingTypeName"}

Detailed Import Process

Step 1: Authorization

Request
POST to http://<base server>/api/rest/authorize

72
 Import API

Body:
[
{
"id":"recording",
"userId": "importUser",
"password": "PCS997#62",
"data": {
"qm.service":true
}
}
]

Response
Extract and save cookie header.
Set-Cookie: JSESSIONID=12da1y8o4k9yt1iq0zzb0tgzbw;Path=/

Body:
[
{
"id":"recording",
"status":200,
"userName":{
"first":"ImportUser",
"last":"System"
},
"lang":"en",
"country":""
}
]

Note: Authorization will always return the Set-Cookie header, even in the case of an error. You
must check that the response code or the status field in the response body was 200.

Step 2: Contact Creation

Request
POST to http://<server ip>/api/rest/recording/contact/upload

Include Set-Cookie header from Authorization.

73
Import API

Body:

Required Fields

Field Description

CallLength Duration of call in milliseconds.

TelephoneGroup The name of the telephony group.

74
 Import API

Field Description

Files Media associated with the contact (at least one). The required
subfields are as follows:

n fileName: Names of files in the database and on the stor-

age location are auto-generated. The file names are used
to associate files with upload URLs.
n fileType: The type of file. Your options are Audio or
Screen.
The optional subfields applies to Screen only, and are null if
Screen is absent:

n Coordinates: Pairs of relative screen locations in the

following format:

x,y

n DisplayName: The name of the display screen.

n Resolution: The size of the screen in pixels in the
following format:

width x height

Person The person associated with the contact.

Name The username of the recording user. This field is required for
LDAP Authentication and QM Authentication.

Domain The domain name of the recording user. This field is only
required for LDAP Authentication.

75
Import API

Field Description

DisplayId The person associated with the contact. The required subfields
are as follows:

n Name: The username of the recording user. This field is

required for LDAP Authentication and QM Authentication.

n Domain: The username of the recording user. This field is

required for LDAP Authentication and QM Authentication.

You can optionally use the following subfield:

n DisplayId: The user ID. This is an acceptable alternative

for LDAP Authentication and QM Authentication. The
format is as follows: realm.skillTargetId

Optional Fields
Optional fields are null if absent, unless specified otherwise.

StartTime The beginning of the call as a unix/epoch timestamp (seconds

since 1/1/1970). Current server timezone will be used if absent.

ClientTimeZone The timezone on the client (for example, Pacific Standard Time).
Current server timezone will be used if absent.

Direction The direction of the call. 1 for inbound calls, 0 for outbound calls.
1(inbound) will be used if the value is absent.

AssocCallId Maps to Ccr.associatedCallId.

CallId Maps to Ccr.icmCallId.

CalledAddress Maps to Ccr.dnis.

CallingAddress Maps to Ccr.ani.

Line Maps to Ccr.line.

Response
Body:

76
 Import API

{
"ContactId":88,
"Files":[
{
"fileName":"audioFile",
"UploadPath":"http://<siteip>/media/upload/88?timestamp=1431010756&
signature=BD00EC5AA30AA56761BED14456556596CCFB1CC0"
},
{
"fileName":"screen1File",
"UploadPath":"http://<siteip>/media/upload/89?timestamp=1431010756&
signature=AF858B426A913A4E10969D805C7CCDA1D9835CEB"
},
{
"fileName":"screen2File",
"UploadPath":"http://<siteip>/media/upload/90?timestamp=1431010756&
signature=2FE41B5D14640539913F4B8F13BA76A675E9BA38"
}
]
}

Step 3: File Upload

Request
POST to URLs returned from Contact Creation (that is, the UploadPath).
Headers:
Content-Type: audio/x-wav or video/webm
Content-Length: (This should be automatically included, but service will verify that it is correct.)
Body: corresponding media file

Response
body:
{
"result":200,
"message":"success"
}

77
Import API

General Notes
JSON in examples has been reformatted for reading clarity. Services will accept this formatting but do
not require it. All responses will be returned unformatted.

Defining the Quality Reason on Imported Calls

By default, all contacts uploaded via the /api/rest/recording/contact/upload API have a archive
reason and quality reason of 15:API Imported. If you want to have an alternate reason code, use
the optional JSON top-level attributes archiveReason and qualityReason . You must enter a
valid Reason Code as the Reason ID, as defined in RecordingReason table. If you enter an invalid ID or
no value, the value will default to 15:API Imported.

Example:
"archiveReason":"14",
"qualityReason":"0",

Errors
Authentication
Errors will be in the format of a JSON message. For example:
{"errorMessage":"Exception parsing authentication request."}

Authentication might also return a 401 response code with no body.

Contact Creation
Errors will be in the format of a JSON message. For example:
{"errorMessage":"No person found for data: {\"Name\":\"Steve\"}"}

File Upload
Errors will be a HTML page. For example:
<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=ISO-8859-1"/>
<title>Error 500 Request validation failed: All requests must have one
signature parameter.</title>
</head>
<body><h2>HTTP ERROR 500</h2>
<p>Problem accessing /media/upload/92. Reason:
<pre> Request validation failed: All requests must have one signature
parameter.</pre></p><h3>Caused by:</h3><pre>java.io.IOException: Request
validation failed: All requests must have one signature parameter.
at com.Cisco.qm.media.MediaApiServlet.service

78
 Import API

(MediaApiServlet.java:169)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:848)

79
Customer Relationship Management
Integration
Cisco allows you to configure your customer relationship management (CRM) system to send
URL commands to the following Quality Management versions through the Recording Controls API.

n Quality Management 10.5(1) SR2 or later, 11.0(1) or later, and 11.5(1) or later

The CRM system must support custom buttons, links, and workflow actions.
Before you configure your CRM system, you need to determine which URL commands you want to
send to Quality Management. See Recording Controls APIfor information on the commands and
syntax to use.

You also need to determine the type of metadata that you want to use. Quality Management
Administrator allows you to create up to 10 user-defined metadata fields. The metadata can be sent
from your CRM system to Quality Management. 

Best Practices
The following steps are recommended when integrating Quality Management with a CRM system:

1. From Quality Management Administrator, define your required metadata. See the
Administrator Guide for instructions.

Example: Create a metadata field for the Salesforce number (SF#).

2. From your CRM system, build an object.

This object can be related to another object. You can use the object relationship to connect
a recorded call object to an object in your CRM database. This specific object will contain
links to each call recording in Quality Management.

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Customer Relationship Management Integration

Example: You can create an object for recorded calls. The following figure shows an
object called Recorded Calls.

3. Create a URL request for the object that sends metadata to Quality Management. This
metadata uniquely identifies the recorded call so that you can located it later.

Send metadata request URL format example:

http://<QM base
server>/recordingcontrols/rest/metadata?userdomain=<domain
name>&Username=<username>&<metadata field>="<value>"~equals

where:

l <QM base server> is the IP address or hostname of the Quality Management base
server
l <domain name> is the domain name
l <username> is the agent's username
l <metadata field> is the name of the metadata field configured in Quality Man-
agement Administrator
l <value> is the data associated with the metadata field

Send metadata request URL example:

http://10.194.225.163/recordingcontrols/rest/metadata?userdomain=acme&U
sername=john.doe&SF#="1532"~equals

4. In the CRM database, define a workflow action, button, or link that will send the URL
request to the Cisco Recording Controls REST API.
5. From your CRM system, create a URL that will search for data sent to Quality Management

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 Customer Relationship Management Integration

with the previous URL.

Search URL format example:

http://<QM base
server>/cwfo/app/Recordings.html?userLang=<en>&userCountry=<NULL>&urlSe
arch=true&userdomain=<domain name>&metadata=<metadata field>~<value>

Note: The search URL must include the userLang and userCountry fields and the
metadata field name.

Search URL example:

http://10.194.225.163/cwfo/app/Recordings.html?userLang=<en>&userCountr
y=<NULL>&urlSearch=true&userdomain=acme&metadata=SF#~1532

This URL automates the creation of a link to the recording in Quality Management.

83
Database Schema
This sections describes how data is organized in the Cisco Quality Management database, defines the
fields in each table, and describes changes to the database schema.

General Database Features

The following topics provides an overview of some of the basic database features.

Dates in the Database

Quality Management stores most timestamps in GMT. You can convert GMT timestamps to local
timestamps for display or to compare with local time ranges by using the time zone offset (TzOffset) that
always accompanies the GMT time. Activated and deactivated dates, however, are stored in GMT
without the offset for local time because these do not need to be converted to local time. The Ccr table
also stores the local time already calculated because it is used frequently to compare with local time
ranges, such as in Quality Management Reporting.
Two terms are used here and as database column name suffixes:

n TzFK—Time Zone Foreign Key; a foreign key into the Timezone table. A value of zero indic-
ates that the time zone is currently unknown. Any time zones that remain unknown will
not be updated and these timestamps will be displayed in GMT.
n TzOffset—Time Zone Offset from GMT; a value representing a positive or negative offset
in increments of 15 minutes from GMT (UTC). Adding (TzOffset – 128) × 15 minutes to
the corresponding (GMT) timestamp will always provide the local time. The TINYINT type,
used in Microsoft SQL Server to store TzOffset values, is an unsigned 8-bit value. A value
of 128 indicates “no offset”, and this value is always used when the TzFK is zero. The pos-
sible TzOffset values are shown in the following table.

Hours TzOffset Signed

-23:45 33 33

-23:00 36 36

-22:00 40 40

-21:00 44 44

-20:00 48 48

-19:00 52 52

-18:00 56 56

85
Database Schema

Hours TzOffset Signed

-17:00 60 60

-16:00 64 64

-15:00 68 68

-14:00 72 72

-13:00 76 76

-12:00 80 80

-11:00 84 84

-10:00 88 88

-09:00 92 92

-08:00 96 96

-07:00 100 100

-06:00 104 104

-05:00 108 108

-04:00 112 112

-03:00 116 116

-02:00 120 120

-01:00 124 124

-00:15 127 128

00:00 128 132

00:15 127 136

+01:00 132 140

+02:00 136 144

+03:00 140 148

+04:00 144 152

+05:00 148 156

+06:00 152 160

86
 Database Schema

Hours TzOffset Signed

+07:00 156 164

+08:00 160 168

+09:00 164 172

+10:00 168 176

+11:00 172 180

+12:00 176 184

+13:00 180 188

+14:00 184 192

+15:00 188 196

+16:00 192 200

+17:00 196 204

+18:00 200 208

+19:00 204 212

+20:00 208 216

+21:00 212 220

+22:00 216 224

+23:00 220 228

+23:45 223 232

Quarter-hour values can be derived from the previous table by interpolation.

Example: TzOffzet value of 113 represents -0415 hours.

TzOffset values in the database are unsigned values ranging from 0 to 255. Java uses signed values
for its 8-bit byte values, so those are also listed for reference.

Activation and Deactivation Dates in the Database

The Quality Management database stores both current and historical data.

Current data query example: “What teams are currently in this group?”

87
Database Schema

Historical data query example: “What teams were in this group one year ago?”

Historical data relies on activated and deactivated timestamps to determine the time window during
which a record is valid. A special date value is used to bound the upper range of valid dates. The
Activated column will always have a real date. The Deactivated column will have an upper bound of
2999-12-31 for records that are active.
Whenever a new row is added to a Quality Management table containing an activated column, that
column is set to indicate the date and time when the row was added. This represents the first time at
which the Quality Management has awareness of the record—prior to this time it is as if the record was
not in the system.

Action Activated Column is… Deactivated Column is…

Activate a record (add a row) Set to current date/time Set to 2999-12-31

Deactivate a record Never changed Set to current date/time

Whenever a new row is added to a Quality Management table containing a deactivated column, that
column is set to the 2999-12-31 value. This indicates that the record is active (as in “not yet
deactivated”).
Deactivation means setting the deactivated column to a timestamp value less than 2999-12-31 .

Example: When an agent is removed from a team, Quality Management remembers this by
deactivating (not deleting) the appropriate AgentTeam record.

In this example, Quality Management uses the time and date when the agent was removed from the
team. The activated and deactivated columns for this row now specify the time window during which
this agent was part of that team. To maintain data historically, records are deactivated, not deleted.
The DB Cleaner service is the only application which deletes database records containing activated
and deactivated columns.
In most cases, there is no such thing as reactivation of a record in Quality Management. An activated
timestamp is only written once (when the record is created). The deactivated timestamp is set to 2999-
12-31 when a record is created, and it is only updated once (when the record is deactivated). A record
is never reactivated by resetting the deactivated timestamp to 2999-12-31 , since doing so would
erase the fact that there was a period of time when the record was inactive. Instead, a whole new
record would be created with the reactivation date being stored in the activated column. The
exception to this occurs in the Person table. If a person is deactivated in the Quality Management
database, the deactivated timestamp is set to the current time as in any other table. However, if the
person is reactivated with the same realm.skillTargetId, Quality Management will reactivate the Person
record by setting the deactivation timestamp to the 2999-12-31 value.
When checking if a record was active at a specified date and time, the activated conditional should be
inclusive and the deactivated conditional should be exclusive.

88
 Database Schema

Example: Table.activated >= "2006-07-22 12:34" and

Table.deactivated < "2006-07-22 12:34"

DisplayIds in the Database Schema

In Quality Management, every agent and team is provided with a displayID. Quality Management
recognizes each agent and team by means of a Peripheral Gateway (PG) and Peripheral Number (PN),
which are associated with each displayID. The database schema uses the PG.PN format to identify the
peripheral gateway and peripheral number associated with an agent.
For Agent.displayId, the possible PG values are:

n 0—Quality Management agents and knowledge workers

n 1—Cisco Unified Contact Center Express (Unified CCX) agents
For Agent.displayId, the possible PN values are:

n A unique ID generated by Quality Management—Agents and knowledge workers in the

Quality Management database
n Resource.resourceLoginID—Agents in the Unified CCX database

Example: 0.2003 indicates the person is a Quality Management agent or knowledge worker.

For more information about the Resource.resourceLoginID and Agent.PeripheralNumber, see the
Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR available at
www.cisco.com.
For Team.displayId, the possible PG values are:

n 0—Quality Management teams

n 1—Unified CCX teams
For Team.displayId, the possible PN values are:

n A unique ID generated by Quality Management—Teams in the Quality Management data-

base
n Team.teamID—Teams in the Unified CCX database

Example: 1.Team.teamID indicates the team is a Unified CCX team.

Functions in the Database Schema

The Quality Management database schema includes several function definitions. These are used to
simplify the SQL for certain commonly used query clauses. The possible functions are:

89
Database Schema

n AddTzOffset—this function adds a time zone offset value to a specified SQL date and
time value, returning an adjusted date and time.

Example: SELECT dbo.AddTzOffset(Ccr.startTime,

Ccr.startTimeTzOffset)…

Use this function to convert a GMT timestamp to one representing the local time.

n TzOffsetToGMT

This function returns a time zone name string in the format <time-zone-abbreviation>
HH:MM, for example, GMT 12:54. It will always be exactly 9 characters.

Example: SELECT dbo.TzOffsetToGMT(Ccr.startTimeTzOffset)…

This function was used in QM 2.3 and later for reporting to construct time zone name
strings using only SQL. In Java code, Date objects are constructed using the proper time
zone.

n millisToHMS

This function returns a string in the format H:MM:SS, converting a milliseconds value to
hours/minutes/seconds format.

Example: SELECT dbo.millisToHMS(Ccr.TimeToDrop -

Ccr.timeToAnswer) AS duration…

Note: The millisToHMS function is not supported in QM 2.6 or later. It is in the Ccr
table for historical purposes only. QM 2.6 or later uses callDuration to perform the
same function. The callDuration is calculated and sorted in the database.

The hours value in the result string can be up to 3 digits long, and is preceded by a minus
sign (—) if the input value is negative. Thus, the returned string is always between 7 and
10 characters in length.

90
 Database Schema

Database Table Details

This section provides information about Quality Management database tables, their records, and their
fields.
Each description provides the following information:

n Database Table Name—Name of the Quality Management database table

n Column Name—Name of the columns as it appears in the database table

n Description—Explanation of the field, including valid values where appropriate

n Storage—Information about the data in each field as follows:

l Data type used for the field in the database

l Whether the NULL value is valid for the field. “NULL” if the NULL value is valid or
“NOT NULL” if the NULL value is not valid

l “Primary Key” if the field is a primary key, or part of a primary key, in the database
table

The following table summarizes the complete list of tables for Quality Management
database schema.

Name Direction

ACD Contains records written for the ACD

ACDQueue Contains records written for the ACD queue

ACDServer Contains records written for the ACD server

ACDType Contains records written for the ACD type

Agent Contains records written for agents and know-

ledge workers configured in Quality Man-
agement Administrator

AgentTeam Relationship table between agents and teams

Alert Contains records written for alerts

AlertType Contains records for the possible alert types

ApprovalType Contains records for the approval type.

ArchiveAudit Contains records written for every recording

accessed in the Search and Play widget

91
Database Schema

Name Direction

Ax1UCCMSchema Contains records written for each version of

Cisco Unified CM with an Administration XML
(AXL) schema version in a telephony group

Ccr Contains records written for every incoming,

outgoing, or internal call

CcrType Contains records written for the Ccr type

Cdr Contains the records written for each asso-

ciated contact

CdrCcr Contains foreign keys to the Cdr and Ccr

tables

DashRoleView Contains records for the role associated with

the Dashboard view

DashUserView Contains records for the valid Dashboard

views for each user

DashView Contains records of the valid Dashboard views

DashWidget Contains records of the valid Dashboard wid-

gets

DashWidgetRole Contains records of the valid roles for each

widget

DashWidgetSetting Contains records of the valid settings for each

widget

DashWidgetView Contains records of the valid views for each

widget

DashWidgetViewSetting Contains records of the valid settings for each

Dashboard view

DbProperties Contains various database properties and

keys

Eval Contains records written for every evaluation

performed on a recording

EvalAlerts Contains records written for evaluation alerts

92
 Database Schema

Name Direction

EvalComment Contains records written for every comment

made on an evaluation of a recording

EvalForm Contains records written for every evaluation

form created in Quality Management Admin-
istrator

EvalFormQuestion Contains records written for every question

added to an evaluation form in Quality Man-
agement Administrator

EvalFormQuestionOption Contains records written for every new option

added to a question

EvalFormQuestionOptionType Contains records written for every new option

type associated with a question

EvalFormQuestionTemplate Contains records written for each new eval-

uation form question template

EvalFormQuestionTemplateOption Contains records written for each new eval-

uation form question template option

EvalFormScoringType Contains records written for each a new scor-

ing type

EvalFormSection Contains records written for every section

added to an evaluation form in Quality Man-
agement Administrator

EvalGoal Contains records written for every evaluation

goal

EvalGoalClassifierItem Contains records written for every evaluation

goal classifier item

EvalGoalClassifierType Contains records written for every evaluation

goal classifier type

EvalGoalEvaluatorSet Contains records written for every evaluation

goal evaluator set

EvalGoalProgress Contains records written for the progress of

evaluation goals

EvalGoalStatus Contains records written for the status of eval-

uation goals

93
Database Schema

Name Direction

EvalGoalTime Contains records written for evaluation goal

time

EvalGoalType Contains records written for types of eval-

uation goals

EvalGoalWhoType Contains records written for who types of eval-

uation goals

EvalQuestion Contains records written for every question

scored on an evaluation of a recording

EvalState Contains records for the possible states of

evaluation that a call can have

Evaluator Contains information about specific evaluators

EvaluatorType Contains records on the types of administrator

roles

EventLogging Contains information on event logging

EventLoggingParameter Contains information on the event logging

parameter

EventLoggingType Contains records on the event logging types.

Field Contains records of valid fields

FieldCategory Contains records of valid field categories

FileType Contains records for the possible file types

that can be recorded by Quality Management

Filter Contains records of valid searches

FilterParameter Contains records of the search filter para-

meters

FilterProperties Contains records of the search filter prop-

erties.

GamificationConnectionInfo Contains the valid connection information for

gamification

GamificationEvent Contains the records of events for gami-

fication

94
 Database Schema

Name Direction

GamificationEventType Contains the records of event types for gami-

fication

GamificationIcon Contains the records of icons for gamification

GamificationLevel Contains the records of levels for gamification

GamificationLevelPointRange Contains the records of the level point ranges

for gamification.

GamificationLevelPointRangePerson Contains the records of the level point range

person for gamification

GamificationLevelScoring Contains the records of the level scoring for

gamification

GamificationPointRange Contains the records of point ranges for gami-

fication

GamificationPointRangeScoring Contains the records of point range scoring for

gamification

Gateway Contains configuration information for SPAN

recording

GetRandNumber generates a random number from SQL that is

used by Workflow to randomly select record-
ings

Groups Contains records written for groups con-

figured in Quality Management Administrator

LicenseBundle contains records written for the license

bundle.

LicenseLibrary Contains license information. The data in the

table is encrypted. Cisco does not publish the
encryption key

LoginState Contains records for the ACD and Quality Man-

agement login states

Manager Contains records written for every person

assigned to manage a group configured in
Quality Management Administrator

95
Database Schema

Name Direction

Media Contains records of every time an audio or

screen recording is uploaded to the Quality
Management Record Server.

MediaFile Contains records of audio and screen media

files.

MediaType Contains information on the types of media

MetaData Contains records written for every user-

defined metadata added to a call in Quality
Management in Unified Workforce Optim-
ization® or the Recording API

MetaDataField Contains records written for every user-

defined metadata field configured in Quality
Management Administrator

MetaDataMappableColumns Contains records of every mappable

metadata column that is configured in Quality
Management Administrator.

MetaDataType Contains records for the possible types of

metadata fields that can be configured in Qual-
ity Management Administrator

Path Contains records written for every path to

which a recording is uploaded

Person Contains records written for every person con-

figured in Quality Management Administrator

PersonField Contains records with the valid fields for each

person

QMAdminAudit Contains records of the valid QM admin-

istrator audit information.

QMAdminAuditAction Contains records of the valid QM admin-

istrator audit action information.

QMAdminAuditArea Contains records of the valid QM admin-

istrator audit area information

96
 Database Schema

Name Direction

Realm Contains records for the possible types of

realms from which personnel and teams can
originate

RealTimeRecordingMonitorState Contains records of the current recording

state

ReconciliationHistory Contains the records for the reconciliation his-

tory

ReconcilationHistoryStatus Contains the records for the status of the

reconciliation history.

RecordingApiCommand Contains the Recording API command

RecordingApiCommandType Contains the records that track the Recording

API commands sent by users and includes
data sent if applicable

RecordingCluster Contains records written for every recording

cluster configured in Quality Management
Administrator

RecordingClusterServer Contains records written for every Record

Server configured for a recording cluster in
Quality Management Administrator

RecordingEvent Contains records of recording events

RecordingEventType Contains records of recording event types

RecordingEventTypeCategory Contains a record of the recording event

type’s category

RecordingReason Contains records for the possible reasons that

a call will or will not be recorded for quality or
archiving purposes

RecordingStateAudit Contains the audit information for the record-

ing state

RecordingStateCause contains records of the failure/success causes

for the recording state

RecordingType Contain records for each recording type

Report Contains information on each report

97
Database Schema

Name Direction

ReportColumn Identifies the columns in a report

ReportConfiguration Contains the report configuration information

ReportParameter Identifies the parameters in a report

ReportRequiredParam Identifies the required parameters in a report

ReportRole Identifies the roles associated with a report

ReportRoleScope Identifies the roles that can view a report

ReportType Contains records for the possible report types

ReportUserConfig Identifies who has access to a report

RequiredFilterParam Identifies the required parameters for an ACD

platform

RetentionData Contains records for each workflow’s

retention periods

RetentionType Contains records for the available retention

types

Role Contains a record for each available role in

Quality Management

RtpFilter Contains the port and IP address information

that should be filtered from recording

RtpFilterType Contains records for the possible RTP filter

types

ScreenMonitoring Contains records written for every time a

agent logs into their desktop where Desktop
Record service is running

Server Contains records for each configured server

ServerProperties Specifies the properties for each configured

server

ServerType Contains records for the possible server types

SignalingGroup Contains records that specify the type of

server for each configured server

98
 Database Schema

Name Direction

SignalingGroupServer Contains records that specify the type of

server for each configured server

Site Contains records for each configured site

SiteServer Contains records that specify which server

belongs to a site

Supervisor Contains records written for every supervisor

configured in Quality Management Admin-
istrator

Survey Contains records that specify the type of

server for each configured server

SurveyForm Contains records for each survey form.

SurveyFormStatus Contains records on the status of each survey

form

SurveyQuestion Contains records on of each question in a sur-

vey form.

SurveyResults Contains records for each survey result.

SyncFilter Contains records of the survey result filter

SyncFilterACD Contains records of the sync filter for the ACD

SyncFilterTelephony Contains the records for the sync filter for tele-
phony

Team Contains records for every team configured in

Quality Management Administrator

TeamGroup A relationship table between teams and

groups

TelephonyGroup Contains records that provides a unique set of

phones and telephony devices. It also
includes a number of telephony servers,
including at least one Quality Management
CTI server

TelephonyGroupServer A relationship table between servers and tele-

phony groups

99
Database Schema

Name Direction

TelephonyGroupType Contains records for possible telephony group

types

Timezone Contains records for the possible time zones

in which the Quality Management is in use

UI_Feature Contains records for of the valid features

UI_FeatureGroup Contains a unique set of features groups

UI_FeaturePermissions Contains the feature permissions for each UI_

Feature based on Role and License

UniqueAdminGroup Contains records for unique ID numbers used

by Quality Management Administrator to keep
group number and knowledge worker IDs
unique when saving them

UploadState Contains upload state records for audio and

screen recordings

UserReport Contains information on each user report

UserReportParameters Identifies the parameters for each user report

VoiPMonitorDevice Contains records for each configured VoIP

device

VoiPMonitorDeviceLine Contains records that map the devices to

extensions and partitions. A device might have
multiple extensions and partitions

VoiPMonitorDeviceType Contains records for each device type asso-

ciated with a VoiPMonitorDevice

vw_ActiveAgentsInGroups Creates a new record for active agents in

groups

vw_ActiveAgentsInTeams Creates a new record for active agents in

teams

vw_ContactsWithActiveOrg Contains records used for contact recon-

ciliation

vw_PersonDetails Creates a new record for person details

100
 Database Schema

Name Direction

vw_WfmAgentReportCard Creates a new record for the WFM agent

report card

Workflow Contains records for each configured archive

and quality workflow

WorkflowClassifier Contains records for each workflow classifier

WorkflowClassifierNumber Contains records for each workflow classifier

number

WorkflowClassifierNumberType Contains records for each workflow classifier

number

WorkflowClassifierType Contains records for each workflow classifier

type

WorkflowRule Contains records for each workflow classifier

rule

WorkflowRuleWhat Contains records for each WHAT rule in a

workflow

WorkflowRuleWhatPeriod Contains records for each period in a WHAT

rule

WorkflowRuleWhenRange Contains records for each range in a WHEN

rule

WorkflowRuleWhenType Contains records for each type in a WHEN rule

WorkflowRuleWhenWeekly Contains records for each WHEN rule with a

Select When of Weekly

WorkflowRuleWhenWeeklyType Contains records for the day of the week

WorkflowRuleWhoPerson Contains records for each a person asso-

ciated with a WHO rule

WorkflowRuleWhoTeam Contains records for each team associated

with a WHO rule

WorkflowRuleWhoType Contains records for each type for a WHO rule

in a workflow

WorkflowType Contains the available types for a workflow

(that is, quality and archive)

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Database Schema

ACD
The ACD table contains information about the Automatic Call Distributor (ACD).

Column Name Description Storage

id Numeric identifier for the ACD, auto-generated by the int identity

database.
NOT NULL
Primary Key

name Identifies the name of the ACD. varchar[256]

NOT NULL

acdTypeFK A foreign key to the ID in the acdType table. int

NOT NULL

doReconciliation 0—the ACD is marked for reconciliation. bit

1—the ACD is not marked for reconciliation. NOT NULL

doDataSync 0—the ACD is marked for data sync. bit

1—the ACD is not marked for data sync. NOT NULL

activated The GMT date and time when the ACD was con- datetime (16,3)
figured.
NOT NULL

deactivated The GMT date and time when the ACD was removed. datetime (16,3)
NOT NULL

lastModified The last time the ACD was modified. datetime (16,3)
NOT NULL

Every ACD record is associated with the following records:

n ACDQueue
n ACDServer
n ACDType
n ReconciliationHistory
n SyncFilterACD
n Team

n Person

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 Database Schema

ACDQueue
The ACDQueue table contains information about the ACD Queue.

Column Name Description Storage

id Numeric identifier for this alert. bigint identity

NOT NULL

keyParam The key parameter for this ACD. int

NOT NULL

name Identifies the name of the ACD. varchar[64]

NOT NULL

extension The extension for this ACD. varchar(32)

NOT NULL

type Identifies the type of ACD. varchar[32]

NOT NULL

acdFK A foreign key to the ID in the ACD table. int

NOT NULL

Every ACDQueue record is associated with the following record:

n ACD

ACDServer
The ACDServer table contains information about the ACD server.

Column Name Description Storage

acdFK A foreign key to the ID in the ACD table. int

NOT NULL

serverFK A foreign key to the ID in the Server table. bigint

NOT NULL

lastModified The last time the ACD server was modified. datetime (16,3)
NOT NULL

Every ACDServer record is associated with the following records:

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Database Schema

n ACD
n Server

ACDType
The ACDType table contains information about the ACD server.

Column Name Description Storage

id Numeric identifier for the ACD type, auto-generated by int identity

the database.
NOT NULL
Primary Key

name Identifies the name of the ACD type. varchar[32]

NOT NULL

lastModified The last time the ACD type was modified. datetime (16,3)
NOT NULL

Every ACDType record is associated with the following record:

n ACD

Agent
The Agent table contains information about specific agents/knowledge workers. A record is created
when a knowledge worker role is assigned in Quality Management Administrator or when an agent is
synced from the ACD. After being synced or saved in Quality Management Administrator, it will be at
most ten minutes until the Monitoring and Recording Sync service adds this record to the database.
Activation and deactivation dates reflect the time of the database sync that created or deactivated the
record.

Column Name Description Storage

id Numeric identifier for the agent, auto-generated by the int identity

database.
NOT NULL
Primary Key

personFK A foreign key to the ID in the Person table. int

NOT NULL

activated The GMT date and time when the agent or knowledge datetime (16,3)
worker role was assigned to the person.
NOT NULL

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 Database Schema

Column Name Description Storage

deactivated The GMT date and time when the agent or knowledge datetime (16,3)
worker role was removed from the person.
NOT NULL

lastModified The last time the agent was modified. datetime (16,3)
NOT NULL

Every Agent record is associated with the following records:

n Person
n AgentTeam
n Supervisor

AgentTeam
Quality Management creates an AgentTeam record every time an agent is assigned to a team in Quality
Management Administrator or when an agent on a team is synced from the ACD.
After being synced or saved in Quality Management Administrator, it will be at most ten minutes until
the Monitoring and Recording Sync service adds this record to the database. Activation and
deactivation dates reflect the time of the database sync that created or deactivated the record.

Column Name Description Storage

agentFK A foreign key to the ID in the Agent table. int

NOT NULL

teamFK A foreign key to the ID in the Team table. int

NOT NULL

activated The GMT date and time when the agent or knowledge datetime (16,3)
worker role was assigned to the team.
NOT NULL

deactivated The GMT date and time when the agent or knowledge datetime (16,3)
worker role was removed from the team.
NOT NULL

lastModified The last time the agent team was modified. datetime (16,3)
NOT NULL

Every AgentTeam record is associated with the following records:

n Team
n Agent

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Database Schema

Alert
The Alert table contains a record for each user alert. Quality Management generates alerts when a
significant event happens, and sends them to agents, evaluators, supervisors, and managers.

Column Name Description Storage

id Numeric identifier for this alert. bigint identity

NOT NULL
Primary Key

personFK A foreign key to the ID in the Person table. int

NOT NULL

date The date when the message was generated datetime (16,3)
NOT NULL

message A description of the alert. nvarchar[1000]

NOT NULL

summary A brief description of the alert. nvarchar[512]

state Identifies any error condition associated with the alert. nvarchar[64]
The possible states are:
0—Idle
1—Info Ready
2—Info
3—Warning
4—Error
5—Fatal Error

type Identifies the name of the alert type. The type is nvarchar[64]
related to name in the AlertType table. However, since
Alerts can be sent by any application (even third
parties), this is not a foreign key because the alert sys-
tem might not use all alert types that are listed under
name in the AlertType table. The value in this column
might also include alert types that are not listed in the
AlertType table.

Every Alert record is associated with the following record:

n Person

106
 Database Schema

AlertType
The AlertType table contains a record for each alert type.

Column Name Description Storage

id Numeric identifier for this alert type. int identity

NOT NULL
Primary Key

name Identifies the name of the alert type. varchar[64]

NOT NULL

Every AlertType record is associated with the following record:

n EvalAlerts

ApprovalType
The ApprovalType table contains information about the approval type.

Column Name Description Storage

id Numeric identifier for the approval type, auto-gen- int identity

erated by the database.
NOT NULL
Primary Key

name Identifies the name of the approval type. varchar[32]

NOT NULL

Every ApprovalType record is associated with the following record:

n EvalForm

ArchiveAudit
Quality Management creates a new record in the ArchiveAudit table every time an audio recording is
played in the Search and Play widget in Unified Workforce Optimization.

Column Name Description Storage

ccrFK A foreign key to the ID in the Ccr table. bigint

NOT NULL

personFK A foreign key to the ID in the Person table. This is the int
person who played the recording.
NOT NULL

107
Database Schema

Column Name Description Storage

accessed The date and time playback of the contact started in datetime (16,3)
the Evaluate and Review widget.
NOT NULL

accessedTzFK A foreign key into the Timezone table. A value of zero tinyint
indicates that the time zone is currently unknown. An
NOT NULL
unknown time zone might be updated at some point.
For more information, see Dates in the Database.

accessedTzOffset Time zone Offset from GMT; a value representing a tinyint

positive or negative offset in quarter-hourly intervals
NOT NULL
from GMT (UTC). Adding (TzOffset - 128) x 15
minutes to the corresponding (GMT) timestamp will
always provide the local time. For more information,
see Dates in the Database.

Every ArchiveAudit record is associated with the following records:

n Ccr

n Person

n Timezone

AxlUCCMSchema
The AxlUCCMSchema associates a version of Cisco Unified CM with an Administration XML (AXL)
schema version in a telephony group.

Column Name Description Storage

id Numeric identifier for the Ax1UCCMSchema, auto-gen- bigint identity

erated by the database.
NOT NULL
Primary Key

uccmVersion The Unified CM version. varchar[32]

NOT NULL

schemaVersion The AXL schema version. varchar[32]

NOT NULL

Ccr
Quality Management creates a new record in the Ccr table for each call or call leg, known as a
Customer Contact Record (Ccr) processed by the system. A new call leg starts each time that a call is
transferred or redirected.

108
 Database Schema

A Ccr record contains detailed information about the call or leg. At least one such record exists for
each call.

Column Name Description Storage

id Numeric identifier for this customer contact record. bigint identity

NOT NULL
Primary Key

ccrTypeFK A foreign key to the ID in the CcrType table. int

NOT NULL

startTime The date and time this contact began, in GMT. datetime (16,3)
NOT NULL

startTimeTzFK A foreign key into the Timezone table. A value of tinyint

zero indicates that the time zone is currently
NOT NULL
unknown. An unknown time zone might be updated
at some point. For more information, see Dates in
the Database.

startTimeTzOffset Time zone Offset from GMT; a value representing a tinyint

positive or negative offset in quarter-hourly intervals
NOT NULL
from GMT (UTC). Adding (TzOffset - 128) x 15
minutes to the corresponding (GMT) timestamp will
always provide the local time. For more information,
see Dates in the Database.

localStartTime The local start time of the call in the timezone where datetime (16,3)
the call occurred. The localStartTime is used by
NOT NULL
Quality Management Reporting to compare the start
time with the local date range selections when view-
ing reports.

offset The time the recording starts relative to the int

startTime timestamp of the Ccr, in milliseconds. A
NOT NULL
positive value indicates the recording starts after the
startTime and negative value indicates that it starts
before.

duration The duration of the call from time answered to time int
dropped, in milliseconds.
NOT NULL

recordingTypeFK A foreign key to the RecordingType table. int

NOT NULL

109
Database Schema

Column Name Description Storage

siteFK A foreign key to the Site table. int

NOT NULL

associatedCallId The ID to associate related contacts. This is used to varchar[52]

display associated calls in the Quality Management
NOT NULL
in Unified Workforce Optimization, so various legs of
the same customer contact can be viewed together.

isReconciled 0—the Gateway Recording is not reconciled. bit

1—the Gateway Recording is reconciled. NOT NULL

icmCallId The Peripheral Call Key (or Call ID) for the call from varchar(128)
the CCM system.
NOT NULL

ani The originating phone number for this contact. nvarchar(128)

NOT NULL

dnis The called phone number for this contact. nvarchar(128)

NOT NULL

line Agent's extension. nvarchar(128)

NOT NULL

wasAnswered 1—the Ccr was answered. bit

0—the Ccr was not answered. NOT NULL

timeToAnswer Milliseconds from the startTime until the agent int

answered the incoming call.
NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

evalFormFK A foreign key reference to ID in the EvalForm table. int

NOT NULL

evaluatorFK A foreign key to the ID in the Person table. This is the int
person who evaluated the Ccr or claimed it for eval-
NOT NULL
uation, or null if it has not yet been claimed or eval-
uated.

evalStateFK A foreign key to the ID in the EvalState table. tinyint

NOT NULL

110
 Database Schema

Column Name Description Storage

isCalibration 1—the contact recording was marked for calibration. bit

0—the contact recording was not marked for NOT NULL
calibration.

calibrationFormFK A foreign key to the ID in the calibrationForm table. int

NOT NULL

isTraining 1—the Ccr was marked for training during the eval- bit
uation process.
NOT NULL
0—the Ccr was not marked for training during the
evaluation process.

isPip 1—the Ccr was marked for Human Resources during bit
the evaluation process.
NOT NULL
0—the Ccr was not marked for Human Resources
during the evaluation process.

qualityWorkflowFK A foreign key into the Workflow table. int

archiveWorkflowFK A foreign key into the Workflow table. int

archiveReasonFK A foreign key to the ID in the RecordingReason smallint

table. The reason why the call was or was not
NOT NULL
marked for archiving.

qualityReasonFK A foreign key to the ID in the RecordingReason smallint

table. The reason why the call was or was not
NOT NULL
marked for quality management purpose.

audioUploadState A foreign key to the ID in the UploadState table. tinyint

NOT NULL

screenUploadState A foreign key to the ID in the UploadState table. tinyint

NOT NULL

isInbound 1—the call is inbound.� bit

0—the call is not inbound. NOT NULL

teamFK A foreign key to the ID in the Team table. int

NOT NULL

groupFK A foreign key to the ID in the Groups table. int

NOT NULL

111
Database Schema

Column Name Description Storage

fromAddress An address in the From field of a non-call contact. varchar[512]

NOT NULL

toAddress An address in the To field of a non-call contact. varchar[512]

NOT NULL

subject The text in the Subject field of a non-call contact. varchar[1996]

NOT NULL

telephonyGroupFK A foreign key to the ID in the telephonyGroup table. int

NOT NULL

audioFK A foreign key to the ID in the Audio table. bigint

NOT NULL

screenFK A foreign key to the ID in the Screen table. bigint

NOT NULL

licenseBundleFK A foreign key to the licenseBundle table. int

NOT NULL

lastModified The last time the Ccr was modified. datetime (16,3)
NOT NULL

Every Ccr record is associated with the following records:

n ArchiveAudit
n Cdr
n CdrCcr
n CcrType

n Eval
n EvalForm

n EvalGoalProgress
n EvalState

n Groups
n LicenseBundle

112
 Database Schema

n Media

n MetaData
n Person

n ReconciliationHistory
n RecordingEvent
n RecordingReason

n RecordingType

n Site

n Team

n TelephonyGroup
n Timezone

n UploadState

n Workflow

CcrType
The CcrType specifies the type of contact as either call or non-call.

Column Name Description Storage

id Numeric identifier for this customer contact record. int

NOT NULL
Primary Key

name The name of the CcrType. varchar

[2147483647]

Every CcrType record is associated with the following records:

n Ccr—Every CcrType record is associated with a Ccr record.

Cdr
Quality Management creates a new record in the call detail record (Cdr) table for each associated
contact. The information is pulled from the Cisco call detail records. See Cisco Unified
Communications Manager Call Detail Records Administration Guide for additional information.

113
Database Schema

Column Name Description Storage

pkid The partition name that is asso- varchar[100]

ciated with the OriginalCalled
PartyNumber. NOT NULL

globalCallId_callManagerId A unique Cisco Unified CM identity. int

NOT NULL

globalCallID_callId A unique call identity value that is int

assigned to each call.
NOT NULL

origLegCallIdentifier The originating leg of a call. int

NOT NULL

destLegIdentifier The terminating leg of a call. int

NOT NULL

dataTimeOrigination The date and time when the user int

goes off hook or the date and time
NOT NULL
that the H.323 SETUP message is
received for an incoming call. The
time is stored as UTC.

dateTimeConnect The date and time that the call con- int
nects. If the call is never answered,
NOT NULL
this value shows zero. The time is
stores as UTC.
The default value is 0.

dateTimeDisconnect The date and time when the call is int

cleared. This field is set even if the
NOT NULL
call never connects. The time is
stores as UTC.
The default value is 0.

duration The duration of the recording event int

in milliseconds. The value is
NOT NULL
derived as the difference between
the dateTimeConnect and
dateTimeDisconnect. The field
remains zero if the call never con-
nects of if it connects for less than 1
second.
The default value is 0.

114
 Database Schema

Column Name Description Storage

callingPartyNumber The phone number that made the varchar[50]

call.
NOT NULL

originalCalledPartyNumber The phone number that first varchar[50]

received the call.
NOT NULL
If a blended address is used, this
field contains the directory number
portion of the blended address.
This field represents an
alphanumeric string that can be
either digits or a SIP URL.
If a destination cannot be reached,
this field is empty.

finalCalledPartyNumber The phone number that last varchar[100]

received the call. If no forwarding
NOT NULL
occurs, this number shows the
same number as the ori-
ginalCalledPartyNumber.
If the call is presented to a directory
URI, the field remains empty.
If a blended address is used, this
field contains the directory number
portion of the blended address.
For calls to a conference bridge,
this field contains the actual
identifier of the conference bridge,
which is an alphanumeric string.
This field represents an
alphanumeric string that can be
either digits or a SIP URL.
If a destination cannot be reached,
this field is empty.

115
Database Schema

Column Name Description Storage

lastRedirectDN For forwarded calls, this field spe- varchar[50]

cifies the phone number of the next
NOT NULL
to last hop before the call reaches
its final destination. If only one hop
occurs, this number matches the
OriginalCalledPartyNumber.
If a blended address is used, this
field contains the directory number
portion of the blended address.
For calls that are not forwarded,
this field displays the
OriginalCalledPartyNumber and
the FinalCalledPartyNumber.
For calls to a conference bridge,
this field contains the actual
identifier of the conference bridge,
which is an alphanumeric string.

huntPilotDN The hunt pilot domain name (DN) varchar[50]

through which the call is routed.
NOT NULL

origDeviceName The name of the originating device. varchar[129]

NOT NULL

destDeviceName The name of the destination varchar[129]

device. If the device does not have
NOT NULL
a name the field remains empty.

IncomingProtocolCallRef A globally unique call reference varchar[45]

identification for the protocol.
NOT NULL

OutgoingProtocolCallRef The protocol used between Cisco varchar[45]

Unified CM and the downstream
NOT NULL
voice product in the call path.

finalCalledPartyUnicodeLoginUserID The unicode login user ID for the varchar[50]

final called party in a conference
NOT NULL
call.

callingPartyNumberPartition The number partition for the calling varchar[50]

party in a conference call.
NOT NULL

116
 Database Schema

Column Name Description Storage

finalCalledPartyNumberPartition The number partition for the final varchar[50]

called party number in a con-
NOT NULL
ference call.

origConversationId The originator conversation ID in a int

conference call.
NOT NULL

destConversationId The destination conversation ID in int

a conference call.
NOT NULL

CdrCcr
The CdrCcr associates Cisco CDR records with QM CCR records.

Column Name Description Storage

pkidFK A foreign key to the pkid in the Cdr table. nvarchar[100]

NOT NULL

ccrFK A foreign key to the ID in the Ccr table. bigint

NOT NULL

Every CdrCcr record is associated with the following record:

n Ccr

DashRoleView
The DashRoleView table associates a dashboard view with a role.

Column Name Description Storage

dashViewFK A foreign key to the ID in the DashView table. int

NOT NULL

roleFK A foreign key to the ID in the Role table. smallint

NOT NULL

Every DashRoleView record is associated with the following records:

n DashView

n Role

117
Database Schema

DashUserView
Quality Management loads the DashUserView table with the valid Dashboard views for each user.

Column Name Description Storage

personFK A foreign key to the ID in the Person table. int

NOT NULL

dashViewFK A foreign key to the DashView table. int

NOT NULL

userViewId The view ID for the user. int

NOT NULL

isCurrent 1—if this user is the current user. bit

0—if this user is not the current user. NOT NULL

id Numeric identifier for this Dashboard user view. This int identity
identifier is auto-generated by the database.
NOT NULL
Primary Key

Every DashUserView record is associated with the following records:

n Person
n DashView

DashView
Quality Management loads the DashView table with the valid Dashboard views.

Column Name Description Storage

id Numeric identifier for this Dashboard view. This iden- int identity
tifier is auto-generated by the database.
NOT NULL
Primary Key

name Name of this Dashboard view. Names must be unique. nvarchar(100)

NOT NULL

isReadOnly 1—if this Dashboard view is read only. bit

0—if this Dashboard view is not read only. NOT NULL

118
 Database Schema

Column Name Description Storage

isAdminCreated 1—if this Dashboard view is created by the admin- bit

istrator.
NOT NULL
0—if this Dashboard view is not created by the
administrator and is created by a user.

Every DashView record is associated with the following records:

n DashRoleView

n DashUserView

n DashWidgetView

DashWidget
Quality Management loads the DashWidget table with the valid Dashboard widgets.

Column Name Description Storage

id Numeric identifier for this Dashboard gadget. This iden- int identity
tifier is auto-generated by the database.
NOT NULL
Primary key

name Name of this Dashboard gadget. varchar(50)

NOT NULL

contentPath The URL location where the widget resides. varchar(1000)

NOT NULL

Every DashWidget record is associated with the following records:

n DashWidgetRole

n DashWidgetSetting

n DashWidgetView

DashWidgetRole
Quality Management loads the DashWidgetRole table with the valid roles for each widget.

119
Database Schema

Column Name Description Storage

roleFK A foreign key to the ID in the Role table. smallint

NOT NULL

dashWidgetFK A foreign key to the ID in the DashWidget table. int

NOT NULL

Every DashWidgetRole record is associated with the following records:

n Role

n DashWidget

DashWidgetSetting
Quality Management loads the DashWidgetSetting table with the valid settings for each widget.

Column Name Description Storage

id Numeric identifier for this Dashboard gadget setting. int identity

This identifier is auto-generated by the database.
NOT NULL
Primary key

dashWidgetFK A foreign key to the ID in the DashWidget table. int

NOT NULL

name Name of this Dashboard gadget setting. varchar(50)

NOT NULL

defaultValue The default value for this Dashboard gadget setting. nvarchar
(1073741823)
NOT NULL

isLockable 1—if this Dashboard view is lockable by the admin- bit

istrator.
NOT NULL
0—if this Dashboard view is not lockable by the
administrator.

Every DashWidgetSetting record is associated with the following records:

n DashWidget

n DashWidgetViewSetting

120
 Database Schema

DashWidgetView
Quality Management loads the DashWidgetView table with the valid views for each widget.

Column Name Description Storage

id Numeric identifier for this Dashboard gadget view. int identity

This identifier is auto-generated by the database.
NOT NULL
Primary Key

dashWidgetFK A foreign key to the ID in the DashWidget table. int

NOT NULL

dashViewFK A foreign key to the ID in the DashView table. int

NOT NULL

name Name of this Dashboard gadget view. nvarchar(100)

NOT NULL

position Location of the Dashboard gadget view in the Dash- int

board grid.
NOT NULL

Every DashWidgetView record is associated with the following records:

n DashWidget

n DashView

n DashWidgetViewSetting

DashWidgetViewSetting
Quality Management loads the DashWidgetViewSetting table with the valid settings for each
Dashboard view.

Column Name Description Storage

id Numeric identifier for this Dashboard gadget (wid- int identity

get) view setting. This identifier is auto-generated
NOT NULL
by the database.
Primary Key

dashWidgetViewFK A foreign key to the ID in the DashWidgetView table. int

NOT NULL

121
Database Schema

Column Name Description Storage

dashViewSettingFK A foreign key to the ID in the DashViewSetting table. int

NOT NULL

value The Dashboard gadget view setting. nvarchar

(1073741823)
NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

Every DashWidgetViewSetting record is associated with the following records:

n DashWidgetView

n DashWidgetSetting

n Person

DbProperties
Quality Management adds a record for various general quality management settings after the schema
is created. This is a generic table where the data is somewhat dynamic depending on the version of
the Quality Management. The database properties in this version are:

n ArchiveFileType: 3

n MetadataKey: customer specific metadata encryption key to use for decrypting

metadata

n SchemaMajorVersion: current major version of the database schema

n SchemaMinorVersion: current minor version of the database schema

Note: MetadataKey will only be added to this table if and when encrypted Metadata Fields are
being used in Quality Management.

Column Name Description Storage

id Numeric identifier for this database property. varchar(32)

NOT NULL
Primary Key

122
 Database Schema

Column Name Description Storage

setting The database property setting. nvarchar(2048)

NOT NULL

Eval
Quality Management adds a record to the Eval table each time a Ccr is claimed for evaluation. This
record is added the first time the evaluation is saved, whether it is just claimed or scored partially or
fully.
A Ccr record contains detailed information about the call or leg. At least one such record exists for
each call.

Column Name Description Storage

id Numeric identifier for this evaluation. This number is int identity

auto-generated by the database.
NOT NULL
Primary Key

ccrFK A foreign key to the ID in the Ccr table. bigint

NOT NULL

evalFormFK A foreign key to the ID in the EvalForm table. int

NOT NULL

totalScore The score of this evaluation. Null if the evaluation has float
been claimed but no questions have yet been
NULL
scored.

evaluated The date and time this evaluation was last saved, in datetime (16,3)
GMT.
NOT NULL

evaluatedTzFK A foreign key into the Timezone table. A value of zero tinyint
indicates that the time zone is currently unknown. An
NOT NULL
unknown time zone might be updated at some point.
For more information, see Dates in the Database.

evaluatedTzOffset Time zone Offset from GMT; a value representing a tinyint

positive or negative offset quarter-hourly intervals
NOT NULL
from GMT (UTC). Adding (TzOffset - 128) x 15
minutes to the corresponding (GMT) timestamp will
always provide the local time. For more information,
see Dates in the Database.

123
Database Schema

Column Name Description Storage

approverFK A foreign key to the ID of the person in the Person int

table. The person who approved the evaluation if the
NULL
evaluation form used required approval. Column
Name is null if the evaluation form used for this eval-
uation does not require approval or if the required
approval has not yet been done.

evalStateFK A foreign key to the ID in the EvalState table. tinyint

NOT NULL

isCountedScore 1—if the score is counted. bit

0—if the score is not counted. NOT NULL

evaluatorFK A foreign key to the ID in the Person table. This is the int
person who evaluated the Ccr or claimed it for eval-
NOT NULL
uation, or null if it has not yet been claimed or eval-
uated.

additiveScore The points for this option are added together to get int
the final score, assuming no Key Performance Indic-
NOT NULL
ator (KPI) options are selected.

lastModified The last time the Eval was modified. datetime (16,3)
NOT NULL

Every Eval record is associated with the following records:

n Ccr
n EvalForm
n EvalQuestion
n EvalComment
n EvalState
n Person
n Timezone
n EvalComment
n EvalState

n Ccr

124
 Database Schema

n Timezone

n Person

EvalAlerts
The EvalAlerts table contains a record for each evaluation alert. Quality Management generates
evaluation alerts when changes are made to an evaluation form.

Column Name Description Storage

evalFormFK A foreign key to the ID in the EvalForm table. int

NOT NULL
Primary key

roleFK A foreign key to the ID in the Role table. smallint

NOT NULL
Primary key

alertFK A foreign key to the ID in the AlertType table. int

NOT NULL
Primary key

enabled 1—if users with a specified role can receive the spe- bit
cified alert for the evaluation form.
NOT NULL
0—if users with a specified role cannot receive the
specified alert for the evaluation form.

Every EvalAlerts record is associated with the following records:

n EvalForm

n Role

n AlertType

EvalComment
Quality Management adds a record to the EvalComment table each time a comment is added to a
particular evaluation of a recording.

125
Database Schema

Column Name Description Storage

id Numeric identifier for the evaluation comment, int identity

auto-generated by the database.
NOT NULL
Primary Key

evalFK A foreign key to the ID in the Eval table. int

NOT NULL

personFK A foreign key to the ID of the person who made the int
comment, in the Person table.
NOT NULL

text The text of the comment. ntext

NOT NULL

created The date and time the comment was created and datetime (16,3)
saved, in GMT.
NOT NULL

createdTzFK A foreign key into the Timezone table. A value of tinyint

zero indicates that the time zone is currently
NOT NULL
unknown. An unknown time zone might be
updated at some point. For more information, see
Dates in the Database.

createdTzOffset Time zone Offset from GMT; a value representing tinyint

a positive or negative offset in quarter-hourly inter-
NOT NULL
vals from GMT (UTC). Adding (TzOffset - 128) x
15 minutes to the corresponding (GMT)
timestamp will always provide the local time. For
more information, see Dates in the Database.

audioRecordingOffset The start of an event as an offset from the int

beginning of the audio NOT NULL

Example: An offset appears where a

comment occurred.

parentCommentFK The location where the comment originated. int

NOT NULL

sectionFK A foreign key to the ID in the EvalFormSection int

table.
NOT NULL

126
 Database Schema

Column Name Description Storage

questionFK A foreign key to the ID in the EvalFormQuestion int

table.
NOT NULL

Every EvalComment record is associated with the following records:

n Eval

n EvalFormQuestion
n EvalFormSection
n Person

n Timezone

EvalForm
Quality Management adds a record to the EvalForm table each time a new evaluation form is created.
The system adds defaults to this table for the four evaluation form templates that are installed with
Quality Management (one blank template and two templates with sections and questions).

Column Name Description Storage

id Numeric identifier for this evaluation form. int identity

This identifier is auto-generated by the
NOT NULL
database.
Primary Key

name Name of this evaluation form. Names must nvarchar

be unique. (128)
NOT NULL

description Description of this evaluation form. nvarchar

(256)
NOT NULL

creator Creator of the evaluation form as entered nvarchar

in the Original Author field in Quality Man- (128)
agement Administrator. The default value
NOT NULL
in this field is Administrator. This is the
value in the evaluation form templates. It
can be changed when you create an eval-
uation form.

127
Database Schema

Column Name Description Storage

created Date and time this evaluation form was cre- datetime
ated, in GMT. (16,3)
NOT NULL

updater Updater of this evaluation form as entered nvarchar

in the Last Author field of Quality Man- (128)
agement Administrator. For the default
NOT NULL
templates this is set to Administrator.

updated Date and time this evaluation form was datetime

updated, in GMT. (16,3)
NOT NULL

isDefaultForm 1—if this evaluation form is the default. bit

0—if this evaluation form is not the default. NOT NULL

status The status of the evaluation form. The pos- tinyint

sible values are:
NOT NULL
0—Editable; It is created and edited by an
administrator.
1—Active; Editing is complete; can be used
for evaluation; can no longer be deleted
without affecting scored evaluations.
2—Inactive; Cannot be used for evaluating
and will be deleted when all its evaluations
are deleted and 13 months have passed.
3—Template; Used to create new
evaluation forms but not used for
evaluating.

bandMax1 The maximum percentage value for the int

“Needs Improvement” scoring band.
NOT NULL

bandMax2 The maximum percentage value for the int

“Meets Expectations” scoring band.
NOT NULL

createdTzFK A foreign key into the Timezone table. A tinyint

value of zero indicates that the time zone is
NOT NULL
currently unknown. An unknown time zone
might be updated at some point. For more
information, see Dates in the Database.

128
 Database Schema

Column Name Description Storage

createdTzOffset Time zone Offset from GMT; a value rep- tinyint

resenting a positive or negative offset in
NOT NULL
quarter-hourly intervals from GMT (UTC).
Adding (TzOffset - 128) x 15 minutes to the
corresponding (GMT) timestamp will
always provide the local time. For more
information, see Dates in the Database.

updatedTzFK A foreign key into the Timezone table. A tinyint

value of zero indicates that the time zone is
NOT NULL
currently unknown. An unknown time zone
might be updated at some point. For more
information see Dates in the Database.

updatedTzOffset Time zone offset from GMT; a value rep- tinyint

resenting a positive or negative offset in
NOT NULL
quarter-hourly intervals from GMT (UTC).
Adding (TzOffset - 128) x 15 minutes to the
corresponding (GMT) timestamp will
always provide the local time. For more
information, see Dates in the Database.

evaluatorsCanApprove 1—if evaluators can approve evaluations bit

scored with this evaluation form.
NOT NULL
0—if evaluators cannot approve
evaluations scored with this evaluation
form.

managersCanApprove 1—if managers can approve evaluations bit

scored with this evaluation form.
NOT NULL
0—if managers cannot approve
evaluations scored with this evaluation
form.

supervisorsCanApprove 1—if supervisors can approve evaluations bit

scored with this evaluation form.
NOT NULL
0—if supervisors cannot approve
evaluations scored with this evaluation
form.

canEditComments 1—if users can edit comments. bit

0—if users cannot edit comments. NOT NULL

129
Database Schema

Column Name Description Storage

scoringTypeFK A foreign key into the EvalFormS- tinyint

coringType table.
NOT NULL

approvalTypeFK A foreign key into the approvalType table. int

NOT NULL

selfEvaluationNeedsCalibration 1—if self evaluation needs calibration. bit

0—if self evaluation does not need NOT NULL
calibration.

lastModified The last time the EvalForm was modified. datetime

(16,3)
NOT NULL

Every EvalForm record is associated with the following records:

n Ccr
n Eval

n EvalAlerts

n ApprovalType
n EvalFormScoringType
n EvalFormSection

n Timezone

n WorkflowClassifier

EvalFormQuestion
Quality Management adds a record to the EvalFormQuestion table each time a new question in an
evaluation form section is created. The system adds defaults to this table for the evaluation form
templates that are installed with Quality Management.

Column Name Description Storage

id Numeric identifier for this evaluation form question. int identity

This number is auto-generated by the database.
NOT NULL
Primary Key

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Column Name Description Storage

sectionFK A foreign key to the ID in the EvalFormSection table. int

NOT NULL

text The text for this question. nvarchar

(1073741823)
NOT NULL

ordinal The order number for this question. tinyint

1—if the question is a key performance indicator (KPI) NOT NULL
question.
0—if the question is not a KPI question.

weight The weight of this question. Max = 1.0. float

NOT NULL

description An explanation of the question. The description can nvarchar

contain a maximum of 500 characters. The description (1072741823)
should explain the scoring criteria used to keep eval-
NOT NULL
uations in calibration.

lastModified The last time the EvalFormQuestion was modified. datetime (16,3)
NOT NULL

Every EvalFormQuestion record is associated with the following records:

n EvalComment
n EvalFormSection
n EvalQuestion
n EvalQuestionOption

EvalFormQuestionOption
Quality Management adds a record to the EvalFormQuestionOption table each time an option is
configured for a question.

Column Name Description Storage

id Numeric identifier for this evaluation form question int identity

option. This number is auto-generated by the data-
NOT NULL
base.
Primary Key

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Column Name Description Storage

questionFK A foreign key to the ID in the EvalFormQuestion table. int

NOT NULL

typeFK A foreign key into the EvalFormQuestionOptionType tinyint

table.
NOT NULL

label The text for the question option. nvarchar(128)

NOT NULL

ordinal The order number for this question option. int

NOT NULL

isDefault 1—if this question option is the default. bit

0—if this question option is not the default. NOT NULL

kpiPriority Indicates whether this question template option is a int

KPI answer.
NOT NULL

points The point value assigned to the question option. int

NOT NULL

lastModified The last time the EvalFormQuestionOption was mod- datetime (16,3)
ified.
NOT NULL

Every EvalFormQuestionOption record is associated with the following records:

n EvalFormQuestion
n EvalFormQuestionOptionType
n EvalQuestion

EvalFormQuestionOptionType
Quality Management adds a record to the EvalFormQuestionOptionType table each time a new option
type for a question is created.

Column Name Description Storage

id Numeric identifier for this question option type. int identity

NOT NULL
Primary Key

name The name of the question option type. varchar[32]

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Every EvalFormQuestionOptionType record is associated with the following records:

n EvalFormQuestionOption
n EvalFormQuestionTemplateOption

EvalFormQuestionTemplate
Quality Management adds a record to the EvalFormQuestionTemplate table each time a template is
created.

Column Name Description Storage

id Numeric identifier for this evaluation form question tem- int identity
plate.
NOT NULL
Primary Key

name The name of the evaluation form question template. nvarchar[128]

Every EvalFormQuestionTemplate record is associated with the following records:

n EvalFormQuestionTemplateOption

EvalFormQuestionTemplateOption
Quality Management adds a record to the EvalFormQuestionTemplateOption table each time a
template option is selected.

Column Name Description Storage

id Numeric identifier for this evaluation form question tem- int identity
plate option.
NOT NULL
Primary Key

templateFK The name of the evaluation form question template. int

NOT NULL

typeFK A foreign key into the EvalFormQuestionOptionType tinyint

table.
NOT NULL

label The text for this question template option. nvarchar(128)

NOT NULL

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Column Name Description Storage

ordinal The order number for this question template option. int
1—if the question is a key performance indicator (KPI) NOT NULL
question.
0—if the question is not a KPI question.

isDefault The default answer for this question template option. bit

1—if this question template option is the default. NOT NULL

0—if this question template option is not the default.

kpiPriority Indicates whether this question template option is a int

KPI answer.
NOT NULL

points The point value assigned to the question template int

option.
NOT NULL

Every EvalFormQuestionTemplateOption record is associated with the following records:

n EvalFormQuestionTemplate
n EvalFormQuestionOptionType

EvalFormScoringType
Quality Management adds a record to the EvalFormScoringType table each time a new scoring type is
created.

Column Name Description Storage

id Numeric identifier for this scoring type. int identity

NOT NULL
Primary Key

name The type of scoring. The scoring type can be points- varchar[32]
based or percentage-based.

Every EvalFormScoringType record is associated with the following records:

n EvalForm

EvalFormSection
Quality Management adds a record to the EvalFormSection table, each time a new section of an
evaluation form is created. The system adds defaults to this table for the evaluation form templates
that are installed with Quality Management.

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Column Name Description Storage

id Numeric identifier for this evaluation form section, int identity

auto-generated by the database.
NOT NULL
Primary Key

evalFormFK A foreign key to the ID in the EvalForm table. int

NOT NULL

name Name of this evaluation form section. This must be nvarchar(128)

unique for the same evalFormFK.
NOT NULL

ordinal The order number for this section. tinyint

NOT NULL

weight The weight of this section. Max = 1.0. float

NOT NULL

startColor The starting gradient color for the chart results in a varchar[8]
points-based evaluation form. If None is chosen, the
NOT NULL
section will not appear in the chart.

endColor The ending gradient color for the chart results in a varchar[8]
points-based evaluation form. The ending gradient
NOT NULL
color is predefined based on the starting gradient
color.

lastModified The last time the EvalFormSection was modified. datetime (16,3)
NOT NULL

Every EvalFormSection record is associated with the following records:

n EvalForm

n EvalFormQuestion

n EvalComment

EvalGoal
The EvalGoal table contains information about the evaluation goal.

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Column Name Description Storage

id Numeric identifier for the evaluation goal, auto-gen- int identity

erated by the database.
NOT NULL
Primary Key

name Identifies the name of the evaluation goal. varchar[510]

NOT NULL

goalQuantity The number of goals. int

NOT NULL

evalTypeFK A foreign key to the ID in the evalType table. tinyint

NOT NULL

whoTypeFK A foreign key to the ID in the EvalGoalWhoType table. tinyint

NOT NULL

timeFK A foreign key to the ID in the time table. tinyint

NOT NULL

statusFK A foreign key into the status table. tinyint

NOT NULL

doDataSync 0—the ACD is marked for data sync. bit

1—the ACD is not marked for data sync. NOT NULL

deactivated The GMT date and time when the evaluation goal was datetime (16,3)
removed.
NOT NULL

activated The GMT date and time when the evaluation goal was datetime (16,3)
configured.
NOT NULL

lastModified The last time the evaluation goal was modified. datetime (16,3)
NOT NULL

Every EvalGoal record is associated with the following records:

n EvalGoalClassifierItem
n EvalGoalEvaluatorSet
n EvalGoalProgress
n EvalGoalTime

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n EvalGoalType
n EvalGoalStatus
n EvalGoalWhoType

EvalGoalClassifierItem
The EvalGoalClassifierItem table contains information about the progress of the evaluation goal.

Column Name Description Storage

id Numeric identifier for this evaluation form question. int identity

This number is auto-generated by the database.
NOT NULL
Primary Key

evalGoalFK A foreign key to the ID in the EvalGoal table. int

NOT NULL

ordinal The order number for this item. tinyint

NOT NULL

name The name of this item. varchar[256]

NOT NULL

classifierTypeFK A foreign key to the ID in the EvalGoalClassifierType int

table.
NOT NULL

field nvarchar(5012)
NOT NULL

fieldKey nvarchar(128)
NOT NULL

lastModified The last time the EvalGoalClassifierItem was modified. datetime (16,3)
NOT NULL

Every EvalGoalClassifierItem record is associated with the following records:

n EvalGoal
n EvalGoalClassifierType

EvalGoalClassifierType
The ACD table contains information about the evaluation goal classifier type.

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Column Name Description Storage

id Numeric identifier for the EvalGoalClassifierType, tinyint

auto-generated by the database.
NOT NULL
Primary Key

name Identifies the name of the evaluation goal classifier varchar[64]

type.
NOT NULL

lastModified The last time the evaluation goal classifier type was datetime (16,3)
modified.
NOT NULL

Every EvalGoalClassifierTyperecord is associated with the following record:

n EvalGoalClassifierItem

EvalGoalEvaluatorSet
The EvalGoalEvaluatorSet table contains information about the evaluation goal for an evaluator

Column Name Description Storage

evalGoalFK A foreign key to the ID in the EvalGoal table. int

NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

activated The GMT date and time when the evaluation goal was datetime (16,3)
activated for the evaluator.
NOT NULL

deactivated The GMT date and time when the evaluation goal was datetime (16,3)
deactivated for the evaluator.
NOT NULL

lastModified The last time the evaluation goal for an evaluator was datetime (16,3)
modified.
NOT NULL

Every EvalGoalEvaluatorSet record is associated with the following records:

n EvalGoal
n Person

EvalGoalProgress
The EvalGoalProgress table contains information about the progress of the evaluation goal.

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Column Name Description Storage

id Numeric identifier for this evaluation form question. int identity

This number is auto-generated by the database.
NOT NULL
Primary Key

evalGoalFK A foreign key to the ID in the evalGoal table. int

NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

ccrFK A foreign key to the ID in the Ccr table. bigint

NOT NULL

completedTime The time when the evaluation goal was completed datetime (16,3)
NOT NULL

lastModified The last time the EvalFormQuestion was modified. datetime (16,3)
NOT NULL

Every EvalGoalProgress record is associated with the following records:

n Ccr
n EvalGoal
n Person

EvalGoalStatus
The EvalGoalStatus table contains information about the status of the evaluation goal.

Column Name Description Storage

id Numeric identifier for the evaluation goal status, auto- tinyint

generated by the database.
NOT NULL
Primary Key

name Identifies the name of the evaluation goal status. varchar[64]

NOT NULL

lastModified The last time the evaluation goal status was modified. datetime (16,3)
NOT NULL

Every EvalGoalStatus record is associated with the following record:

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Database Schema

n EvalGoal

EvalGoalTime
The EvalGoalTime table contains information about when the evaluation goal was last modified.

Column Name Description Storage

id Numeric identifier for the evaluation goal time, auto- tinyint

generated by the database.
NOT NULL
Primary Key

name Identifies the name of the evaluation goal time. varchar[64]

NOT NULL

lastModified The last time the evaluation goal time was modified. datetime (16,3)
NOT NULL

Every EvalGoalTime record is associated with the following record:

n EvalGoal

EvalGoalType
The EvalGoalType table contains information about the type of evaluation goal.

Column Name Description Storage

id Numeric identifier for the evaluation goal type, auto- tinyint

generated by the database.
NOT NULL
Primary Key

name Identifies the name of the evaluation goal type. varchar[64]

NOT NULL

lastModified The last time the evaluation goal type was modified. datetime (16,3)
NOT NULL

Every EvalGoalType record is associated with the following records:

n EvalGoal

EvalGoalWhoType
The EvalGoalWhoType table contains information about the type of evaluation goal.

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Column Name Description Storage

id Numeric identifier for the evaluation goal who type, tinyint

auto-generated by the database.
NOT NULL
Primary Key

name Identifies the name of the evaluation goal who type. varchar[64]
NOT NULL

lastModified The last time the who type for the evaluation goal was datetime (16,3)
modified.
NOT NULL

Every EvalGoalWhoType record is associated with the following record:

EvalGoal

EvalQuestion
Quality Management adds a record to the EvalQuestion table each time a question is scored for a
particular evaluation of a recording.

Column Name Description Storage

id Numeric identifier for this evaluation question. int identity

NOT NULL
Primary Key

formQuestionFK A foreign key to the ID in the EvalFormQuestion table. int

NOT NULL

evalFK A foreign key to the ID in the Eval table. int

NOT NULL

selectedOptionFK A foreign key to the ID in the EvalFormQues- int

tionOption table.
NOT NULL

lastModified The last time the EvalQuestion was modified. datetime (16,3)
NOT NULL

Every EvalQuestion record is associated with the following records:

n Eval
n EvalFormQuestion
n EvalFormQuestionOption

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EvalState
Quality Management loads the EvalState table with default evaluation state values after the database
schema is created. Each record in this table is associated with an evaluation state for a Ccr record.
The defaults values are shown in the following table.

ID Name

0 Unscored

1 Scored

2 In-Progress

3 Needs Approval

The EvalState table contains the fields shown in the following table.

Column Name Description Storage

id Numeric identifier for this evaluation state. tinyint

NOT NULL
Primary Key

name Name of this evaluation state. varchar(32)

NOT NULL

Every EvalState record is associated with the following records:

n Ccr
n Eval

Evaluator
The Evaluator table contains information about specific evaluators. A record is created when an
evaluator role is assigned in Quality Management Administrator. After saved in Quality Management
Administrator, it will be at most ten minutes until the Monitoring and Recording Sync service adds this
record to the database. Activation and deactivation dates reflect the time of the database sync that
created or deactivated the record.

Column Name Description Storage

personFK A foreign key to the ID in the Person table. int

NOT NULL

teamFK A foreign key to the ID in the Team table. int

NOT NULL

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Column Name Description Storage

activated The GMT date and time when the agent or knowledge datetime (16,3)
worker role was assigned to the person.
NOT NULL

deactivated The GMT date and time when the agent or knowledge datetime (16,3)
worker role was removed from the person.
NOT NULL

Every Agent record is associated with the following records:

n Person
n Team

EvaluatorType
The EvaluatorType table contains information on the types of administrator roles.

Column Name Description Storage

id Numeric identifier for the evaluator role type, auto-gen- int identity
erated by the database.
NOT NULL
Primary Key

name The value used for localization. varchar[32]

NOT NULL

text The English translation of the name column. varchar[64]

NOT NULL

Every EvaluatorType record is associated with the following record:

n Person

EventLogging
The EventLogging table contains information on the event logging.

Column Name Description Storage

id Numeric identifier for the logging event, auto-gen- bigint identity

erated by the database.
NOT NULL
Primary Key

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Database Schema

Column Name Description Storage

eventLoggingTypeFK A foreign key to the ID in the eventLoggingType int

table.
NOT NULL

serverFK A foreign key to the ID in the server table. int

NOT NULL

eventDateTime The GMT date and time when the event occurred. datetime (16,3)
NOT NULL

Every EventLogging record is associated with the following records:

n EventLoggingType
n EventLoggingParameter
n Server

EventLoggingParameter
The EventLoggingParameter table contains information on the event logging parameter.

Column Name Description Storage

id Numeric identifier for the logging event parameter, bigint identity

auto-generated by the database.
NOT NULL
Primary Key

eventLoggingFK A foreign key to the ID in the eventLogging table. int

NOT NULL

name Identifies the name of the event logging parameter. varchar[20]

NOT NULL

value The value for the event logging parameter. nvarchar[500]

NOT NULL

listOrder int
NOT NULL

Every EventLoggingParameter record is associated with the following record:

n EventLoggingType

EventLoggingType
The ACD table contains information about the event logging type.

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Column Name Description Storage

id Numeric identifier for the event logging type, auto-gen- int identity
erated by the database.
NOT NULL
Primary Key

name Identifies the name of the event logging type. varchar[256]

NOT NULL

Every EventLoggingType record is associated with the following record:

n EventLogging

Field
Quality Management loads the Field table with the valid fields.

Column Name Description Storage

id Numeric identifier for this field. This number is auto- int identity
generated by the database.
NOT NULL
Primary Key

name Name of this field. varchar(50)

NOT NULL
Example: Group Name or Date.

isEnabled 0—Display this field in Unified Workforce Optimization. bit

1—Do not display this field in Unified Workforce NOT NULL

Optimization.

categoryFK A foreign key to the ID in the FieldCategory table. int

NOT NULL

featureFK A foreign key to the id in the UI_Feature table. int

NOT NULL

Every Field record is associated with the following records:

n FieldCategory

n PersonField

n UI_Feature

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FieldCategory
Quality Management loads the FieldCategory table with the valid field categories.

Column Name Description Storage

id Numeric identifier for this field category. This number int

is auto-generated by the database.
NOT NULL
Primary Key

name Name of this field category. varchar(50)

NOT NULL
Example: Organization Fields or Evaluation
Fields.

Every FieldCategory record is associated with the following record:

n Field

FileType
Quality Management loads the FileType table with default file type values after the database schema is
created. The default values are shown in the following table.

ID Extension Name isAudio isScreen

2 rec Funk Screen Recording 0 1

3 spx Speex Audio Recording 1 0

The FileType table contains the fields shown in the following table.

Column Name Description Storage

id Numeric identifier for this file type. tinyint

NOT NULL

extension File type extension. varchar(16)

NOT NULL

name Name of this file type. varchar(64)

NOT NULL

isAudio 1—an audio file type bit

0—not an audio file type NOT NULL

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 Database Schema

Column Name Description Storage

isScreen 1—a screen file type bit

0—not a screen file type NOT NULL

isPlayable 1—the file is playable bit

0—the file is not playable NOT NULL

mimeType The recording’s file type format. varchar(32)

NOT NULL

Every FileType record is associated with the following record:

n MediaFile

Filter
Quality Management loads the Filter table with the valid searches.

Column Name Description Storage

id Numeric identifier for this search. This number is auto- int identity
generated by the database.
NOT NULL
Primary Key

name Name of this search. nvarchar(128)

NOT NULL
Example: Search Recordings or Search
Reporting

value The selection criteria for the search. nvarchar

(1073741823)
NOT NULL

personFK A foreign key to the id in the Person table. int

NOT NULL

featureFK A foreign key to the id in the UI_Feature table. int

NOT NULL

Every Filter record is associated with the following records:

n Person

n UI_Feature

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FilterParameter
Quality Management loads the search filter parameters.

Column Name Description Storage

id Numeric identifier for this filter parameter. This num- int identity
ber is auto-generated by the database.
NOT NULL
Primary Key

name Name of this filter parameter. varchar(255)

NOT NULL

Every FilterParameter record is associated with the following records:

n FilterProperties

n RequiredFilterParam

FilterProperties
Quality Management loads the search filter properties.

Column Name Description Storage

id Numeric identifier for this filter parameter. This num- int identity
ber is auto-generated by the database.
NOT NULL
Primary Key

filterFK A foreign key to the Filter table. int

NOT NULL

filterParamFK A foreign key to the FilterParameter table. int

NOT NULL

SettingsValue The selection criteria for the search filter. varchar(250)

NOT NULL

Every FilterProperties record is associated with the following records:

n SyncFilter
n FilterParameter

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GamificationConnectionInfo
Quality Management loads the gamificationConnectionInfo table with the valid connection information
for gamification.

Column Name Description Storage

id Numeric identifier for this gamification con- bigint identity

nection information.
NOT NULL
Primary Key

serverFK A foreign key to the ID in the Server table. bigint

NOT NULL

gamificationEventTypeFK A foreign key to the ID in the gami- int

ficationEventType table.
NOT NULL

fetchCommand The path to the metric data on the server. varchar[1500]

NOT NULL

cronSchedule A CRON schedule string. varchar[1500]

NOT NULL

Every gamificationConnectionInfo record is associated with the following records:

n Server
n GamificationEventType

GamificationEvent
GamificationEvent contains the records of events for gamification.

Column Name Description Storage

id Numeric identifier for this gamification event. bigint identity

NOT NULL
Primary Key

personFK A foreign key to the ID in the Person table. bigint

NOT NULL

gamificationEventTypeFK A foreign key to the ID in the gami- int

ficationEventType table.
NOT NULL

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Column Name Description Storage

rawScore The raw score for the event. float

NULL

eventDateTime The GMT date and time when the event datetime
occurred. (16,3)
NOT NULL

insertDateTime The GMT date and time when the insert datetime
occurred. (16,3)
NOT NULL

eventId Numeric identifier for the event, auto-gen- bigint identity

erated by the database.
NOT NULL

Every GamificationEvent record is associated with the following records:

n Person
n GamificationEventType

GamificationEventType
GamificationEventType contains the records of event types for gamification

Column Name Description Storage

id Numeric identifier for this gamification event type. bigint identity

NOT NULL
Primary Key

name Identifies the name of the gamification event type. varchar[128]

NOT NULL

isDataPushed 0—the data is not pushed. bit

1—the data is pushed. NOT NULL

isEnabled 0—the gamification event type is not enabled. bit

1—the gamification event type is enabled. NOT NULL

Every GamificationEventType record is associated with the following records:

n GamificationConnectionInfo
n GamificationEvent

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n GamificationLevelPointRange

GamificationIcon
GamificationIcon contains the records of icons for gamification.

Column Name Description Storage

id Numeric identifier for this gamification icon. int identity

NOT NULL
Primary Key

name Identifies the name of the gamification icon. varchar[128]

NOT NULL

iconPath The location where the icon resides. varchar(3000)

NOT NULL

Every GamificationIcon record is associated with the following record:

n GamificationLevelScoring

GamificationLevel
GamificationLevel contains the records of levels for gamification.

Column Name Description Storage

id Numeric identifier for this gamification level. int identity

NOT NULL
Primary Key

name Identifies the name of the gamification level. varchar[128]

NOT NULL

dateRange A date range for the gamificationLevel int

NOT NULL

Every GamificationLevel record is associated with the following records:

n GamificationLevelPointRange
n GamificationLevelScoring

GamificationLevelPointRange
GamificationLevelPointRange contains the records of the level point ranges for gamification.

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Column Name Description Storage

id Numeric identifier for this gamification level. int identity

NOT NULL
Primary Key

name Identifies the name of the gamification level. varchar[128]

NOT NULL

gamificationPointRangeFK A foreign key to the ID in the gami- int

ficationPointRange table.
NOT NULL

gamificationLevelFK A foreign key to the ID in the gamificationLevel int

table.
NOT NULL

gamificationEventTypeFK A foreign key to the ID in the gami- int

ficationEventType table.
NOT NULL

Every GamificationLevelPointRange record is associated with the following records:

n GamificationEventType
n GamificationLevel
n GamificationLevelPointRangePerson
n GamificationPointRange

GamificationLevelPointRangePerson
GamificationLevelPointRangePerson contains the records of the level point range person for
gamification

Column Name Description Storage

id Numeric identifier for this gamification int identity

level.
NOT NULL
Primary Key

gamificationLevelPointRangeFK A foreign key to the ID in the gami- int

ficationLevelPointRange table.
NOT NULL

personFK A foreign key to the ID in the person table. int

NOT NULL

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Every GamificationLevelPointRangePerson record is associated with the following records:

n GamificationLevelPointRange
n Person

GamificationLevelScoring
GamificationLevelScoring contains the records of the level scoring for gamification.

Column Name Description Storage

id Numeric identifier for this gamification level. int identity

NOT NULL
Primary Key

minScoreThreshold The minimum threshold for the score. float

NULL

gamificationIconFK A foreign key to the ID in the gamificationIcon table. int

NOT NULL

gamificationLevelFK A foreign key to the ID in the gamificationLevel int

table.
NOT NULL

Every GamificationLevelScoring record is associated with the following records:

n GamificationIcon
n GamificationLevel

GamificationPointRange
GamificationPointRange contains the records of point ranges for gamification.

Column Name Description Storage

id Numeric identifier for this gamification level. int identity

NOT NULL
Primary Key

name Identifies the name of the gamification point range. varchar[128]

NOT NULL

Every GamificationPointRange record is associated with the following records:

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Database Schema

n GamificationLevelPointRange
n GamificationPointRangeScoring

GamificationPointRangeScoring
GamificationPointRangeScoring contains the records of point range scoring for gamification.

Column Name Description Storage

id Numeric identifier for this gamification point int identity

range scoring.
NOT NULL
Primary Key

rangeMinimum The minimum range for the score. float

NULL

gamificationPointRangeFK A foreign key to the ID in the gami- int

ficationPointRange table.
NOT NULL

Every GamificationPointRangeScoring record is associated with the following records:

n GamificationPointRange

Gateway
The Gateway table contains configuration information for SPAN recording.

Column Name Description Storage

id Numeric identifier for this gateway. bigint identity

NOT NULL
Primary Key

monitorServerFK A foreign key to the ID in the Server table. bigint

NOT NULL

ipHostName The IP address or hostname entered by the admin- varchar[40]

istrator in Quality Management Administrator when
NOT NULL
configuring gateways for a remote agent for Server
Recording (SPAN).

Every Gateway record is associated with the following record:

n Server

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GetRandNumber
The GetRandNumber view generates a random number from SQL. This random number is used by
Workflow to randomly select recordings.

Column Name Description Storage

num A random number of type uniqueidentifier from SQL. uniqueidentifier

NOT NULL

Groups
A record is added to the Groups table every time a group is created and saved in Quality Management
Administrator.
After being saved in Quality Management Administrator, it will be at most ten minutes until the
Monitoring and Recording Sync service adds this record to the database. Activation and deactivation
dates reflect the time of the database sync that created or deactivated the record.

Column Name Description Storage

id Numeric identifier for this group. This number is auto- int identity
generated by the database.
NOT NULL
Primary Key

name Name of this group. nvarchar(64)

NOT NULL

activated The GMT date and time when the group was created. datetime (16,3)
NOT NULL

deactivated The GMT date and time when the group was removed. datetime (16,3)
NOT NULL

Every Groups record is associated with the following records:

n Ccr
n Manager

n TeamGroup

LicenseBundle
The LicenseBundle table contains information about the license bundle for Quality Management.

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Database Schema

Column Name Description Storage

id Numeric identifier for the license bundle, auto-gen- int identity

erated by the database.
NOT NULL
Primary Key

name Identifies the name of the license bundle. varchar[32]

NOT NULL

Every LicenseBundle record is associated with the following record:

n Ccr

LicenseLibrary
The LicenseLibrary table contains license information. The data in the table is encrypted. Cisco does
not publish the encryption key.

Column Name Description Storage

id Numeric identifier for the license library. varchar(32)

NOT NULL

data Contains license information in encrypted format. varchar

(2147483647)
NOT NULL

LoginState
The LoginState table contains the ACD and Quality Management login states.

Column Name Description Storage

id The unique ID for the state. int identity

NOT NULL
Primary Key

personFK The foreign key to the Person table. int

NOT NULL

realmFK Indicates if this is a Monitoring and Recording state tinyint

change or an ACD state change.
NOT NULL

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Column Name Description Storage

extension The extension(s) where the login/logout occurred. varchar

(2147483647)
NOT NULL

login The date and time of the login. datetime (16,3)

logout The date and time of the logout. datetime (16,3)

versionInfo The version of the Desktop Recording service. varchar (25)

NOT NULL

Every LoginState record is associated with the following records:

n Person

Manager
Quality Management creates a record in the Manager table when a group is assigned to a manager.
After being saved in Quality Management Administrator, it will be at most ten minutes until the
Monitoring and Recording Sync service adds this record to the database. Activation and deactivation
dates reflect the time of the database sync that created or deactivated the record.

Column Name Description Storage

personFK A foreign key to the ID in the Person table. This is the int
person managing the group.
NOT NULL

groupFK A foreign key to the ID in the Groups table. This is the int
group being managed.
NOT NULL

activated The GMT date and time when the group was assigned datetime (16,3)
to the manager.
NOT NULL

deactivated The GMT date and time when the group was removed datetime (16,3)
from the manager.
NOT NULL

Every Manager record is associated with the following records:

n Person
n Groups

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Media
Quality Management creates a new record in the Media table every time an audio or screen recording
is uploaded to the Quality Management Record Server.

Column Name Description Storage

id Numeric identifier for this audio or record, auto-gen- bigint identity

erated by the database.
NOT NULL
Primary Key

icmCallId The Peripheral Call Key (or Call ID) for the call from the varchar(256)
Unified CM system.
NOT NULL

isReconciled 0—the audio or screen recording is reconciled. bit

1—the audio or screen recording is not reconciled. NOT NULL

startTime The start time for the event. datetime (16,3)

NOT NULL

duration The duration of the recording in milliseconds. int

NOT NULL

offset The time the recording starts relative to the startTime int
timestamp of the Ccr, in milliseconds. A positive value
NOT NULL
indicates the recording starts after the startTime and
negative value indicates that it starts before.

mediaTypeFK A foreign key to the ID in the MediaType table. tinyint

NOT NULL
Example: rec

personFK The foreign key to the Person table. int

NOT NULL

isDeletePending 0—indicates the media is not pending for deletion by bit

the Database Cleaner Service.
NOT NULL
1—indicates that the media is pending for deletion.

Every Screen record is associated with the following records:

n Ccr

n MediaFile
n MediaType

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 Database Schema

MediaFile
MediaFile contains records of audio and screen media files.

Column Name Description Storage

id Numeric identifier for the MediaFile, auto-generated bigint

by the database.
NOT NULL
Primary Key

mediaFK A foreign key to the ID in the Media table. bigint

NOT NULL

pathFK A foreign key to the ID in the Path table. int

NOT NULL

fileTypeFK A foreign key to the ID in the FileType table. tinyint

NOT NULL
Example: spx

serverFK A foreign key to the ID in the Server table. bigint

NOT NULL

fileSize The size of the audio recording. bigint

NOT NULL

displayName The display name for this media file. nvarchar(20)

NOT NULL

resolution The resolution setting for this media file. nvarchar(30)

NOT NULL

coordinates The coordinates for this media file. nvarchar(30)

NOT NULL

uploadStateFK A foreign key to the ID in the UploadState table. tinyint

NOT NULL

fileName The file name for this media file. nvarchar(510)

NOT NULL

Every MediaFile record is associated with the following records:

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Database Schema

n Media

n Path

n FileType

n Server

n UploadState

MediaType
The MediaType table contains information on the types of media.

Column Name Description Storage

id Numeric identifier for the media type, auto-generated int identity

by the database.
NOT NULL
Primary Key

name Identifies the name of the media type. varchar[25]

NOT NULL

Every MediaType record is associated with the following record:

n Media

MetaData
A MetaData record is created or updated when the metadata for a Ccr is inserted or edited from the
Quality Management application in Unified Workforce Optimization or the Recording API for Quality
Management.

Column Name Description Storage

ccrFK A foreign key to the ID in the Ccr table. bigint

NOT NULL

metaDataFieldFK A foreign key to the ID in the MetaDataField table. int

NOT NULL

data The metadata (encrypted if the metadata field is set to nvarchar(4112)

isEncrypted = 1).
NOT NULL

hashedData Save data in hash format. varbinary

NOT NULL

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 Database Schema

Column Name Description Storage

lastModified The last time the metadata was modified. datetime (16,3)
NOT NULL

Every MetaData record is associated with the following records:

n MetaDataField
n Ccr

MetaDataField
A new record is added to the MetaDataField table for every user-defined metadata field that is
configured in Quality Management Administrator.

Column Name Description Storage

id Numeric identifier for this metadata field. This num- int identity
ber is auto-generated by the database.
NOT NULL
Primary Key

displayName The display name of the metadata field. This is dis- nvarchar(128)
played to the user in Unified Workforce Optimization.
NOT NULL

keyName The unique key name of the metadata field that can- nvarchar(78)
not be edited after creation of the metadata field.
NOT NULL

typeFK A foreign key to the ID in the MetaDataType table. smallint

NOT NULL

isEncrypted 0—if the metadata for this metadata field will not be bit
encrypted in the database.
NOT NULL
1—if the metadata for this metadata field will be
encrypted.

isExportable 0—if the metadata for this metadata field will not be bit
added as metadata to exported media files.
NOT NULL
1—if the metadata for this metadata field will be
added as metadata to exported media files.

isReadOnly 0—if the this metadata field is not read-only. bit

1—if this metadata field is read-only. Read-only fields NOT NULL
cannot be created within Quality Management
Administrator.

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Database Schema

Column Name Description Storage

displayOrder The display order for this metadata field int

NOT NULL

mappedColumnFK A foreign key to the ID in the MetaDataMap- bigint

pableColumns table.
NOT NULL

lastModified The last time the metadata field was modified. datetime (16,3)
NOT NULL

Every MetaDataField record is associated with the following records:

n MetaData

n MetaDataType

n MetaDataMappableColumns
n RecordingApiCommand

MetaDataMappableColumns
A new record is added to the metaDataMappableColumns table for every mappable metadata column
that is configured in Quality Management Administrator.

Column Name Description Storage

id Numeric identifier for this metadata field. This number bigint identity
is auto-generated by the database.
NOT NULL
Primary Key

mappedColumn The name of the mapped column nvarchar(256)

NOT NULL

acdType The ACD type. smallint

NOT NULL

Every metaDataMappableColumns record is associated with the following records:

n MetaDataField

MetaDataType
Quality Management loads the MetaDataType table with default metadata type values after the
database schema is created. The default values for the type of user-defined metadata are shown in
the following figure.

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 Database Schema

ID Name

0 Text

1 Number

2 Date

The MetaDataType table contains the fields shown in the following table.

Column Name Description Storage

id Numeric identifier for this MetaDataType. smallint

NOT NULL
Primary Key

name Name of this MetaDataType. nvarchar(64)

NOT NULL

lastModified The last time the metadata type was modified. datetime (16,3)
NOT NULL

Every MetaDataType record is associated with the following record:

n MetaDataField

Path
A record is inserted in the Path table any time a recording is uploaded to a new path. The path name
indicates the relative path to which a recording was uploaded. The full path for retrieving this
recording is constructed by appending this to the screenBasePath or audioBasePath of the host. The
forward slash '/' character must be used as the separator for multiple directory names.

Column Name Description Storage

id Numeric identifier for this path. This number is auto- int identity
generated by the database.
NOT NULL
Primary Key

name Name of this path. The realm.skillTargetId of the per- nvarchar(510)

son is used for the name.
NOT NULL

Every Path record is associated with the following records:

n MediaFile

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Person
A record is inserted in the Person table any time a person is configured and saved in Quality
Management Administrator.

Column Name Description Storage

id Numeric identifier for this person. This num- int identity

ber is auto-generated by the database.
NOT NULL
Primary Key

lastName Last name of this person. nvarchar(120)

NOT NULL

firstName First name of this person. nvarchar(120)

NOT NULL

username The windows login of the person. This is nvarchar(128)

entered in Quality Management Administrator
NOT NULL
in Quality Management authentication or
comes from Active Directory in AD authen-
tication.

domainName The domain that the person belongs to for AD nvarchar(128)

authentication. For Quality Management
NOT NULL
authentication this will be an empty string.

locale The locale of the person. varchar(16)

NOT NULL

realmFK A foreign key to the ID in the Realm table. tinyint

NOT NULL

skillTargetId Realm.skillTargetId is the unique identifier nvarchar(120)

used for a person. The skillTargetId is the
NOT NULL
unique ID retrieved from the ACD database
for agents or auto-generated for knowledge
workers in Quality Management.

isEvaluator 0—if the person has the evaluator role. bit

1—if the person does not have the evaluator NOT NULL
role.

activated The GMT date and time when the person was datetime
created (in the case of knowledge worker) or (16,3)
configured (from the ACD).
NOT NULL

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 Database Schema

Column Name Description Storage

deactivated The GMT date and time when the person was datetime
deleted. (16,3)
NOT NULL

displayId The agent identifier displayed in Quality Man- nvarchar(120)

agement Administrator. For more information,
see Dates in the Database. NOT NULL

isArchiveUser 0—if the person has the archive user role. bit
1—if the person does not have the archive NOT NULL
user role.

isConfigured 0—if the person is configured for Quality Man- bit

agement.
NOT NULL
1—if the person is not configured for Quality
Management.

isManager 0—if the person has the manager role. bit

1—if the person does not have the manager NOT NULL
role.

isSupervisor 0—if the person has the supervisor role. bit

1—if the person does not have the supervisor NOT NULL
role.

password The user’s password. varchar[128]

NOT NULL

acdFirstName The first name of an ACD user. nvarchar[120]

NOT NULL

acdLastName The last name of an ACD user. nvarchar[120]

NOT NULL

crsResoureId The ACD’s ID. nvarchar[120]

NOT NULL

isHotdeskDefaultUser 0—if the person is the default Hot Desk user. bit
1—if the person is not the default Hot Desk NOT NULL
user.

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Database Schema

Column Name Description Storage

isAdministrator 0—if the person has the administrator user bit

role.
NOT NULL
1—if the person does not have the
administrator user role.

isBusinessAdministrator 0—if the person has the business admin- bit

istrator user role.
NOT NULL
1—if the person does not have the business
administrator user role.

isTelephony Administrator 0—if the person has the telephony admin- bit
istrator user role.
NOT NULL
1—if the person does not have the telephony
administrator user role.

isSystemAdministrator 0—if the person has the system administrator bit

user role.
NOT NULL
1—if the person does not have the system
administrator user role.

evaluatorTypeFK A foreign key to the ID in the evaluatorType int

table.
NOT NULL

isAutoAssignedEvaluations 0—if the person is automatically assigned eval- bit

uations.
NOT NULL
1—if the person is not automatically assigned
evaluations.

lastModified The last time the person was modified. datetime

(16,3)
NOT NULL

acdFK A foreign key to the ID in the ACD table. int

NOT NULL

Every Person record is associated with the following records:

n ACD
n Agent
n Alert

n ArchiveAudit

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 Database Schema

n Ccr
n DashUserView

n DashWidgetViewSetting

n Eval

n EvalComment
n EvalGoalEvaluatorSet
n EvalGoalProgress
n Evaluator
n EvaluatorType
n Filter

n GamificationEvent
n GamificationLevelPointRangePerson
n LoginState

n Manager

n PersonField

n Realm

n QMAdminAudit
n RealTimeRecordingMonitorState

n RecordingApiCommand
n RecordingStateAudit

n ReportUserConfig

n UserReport

n ScreenMonitoring
n VoiPMonitorDevice

n WorkflowRuleWhoPerson

PersonField
Quality Management loads the PersonField table with the valid fields for each person.

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Database Schema

Column Name Description Storage

fieldFK A foreign key to the ID in the Field table. int

NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

isSelected 0—if the person is selected. bit

1—if the person is not selected. NOT NULL

ordinal The order number for this PersonField. int

NOT NULL

width The width of the Person field that appears in the int
Recordings, Live Monitoring, and Recording Mon-
NOT NULL
itoring applications.

Every PersonField record is associated with the following records:

n Field

n Person

QMAdminAudit
Quality Management loads the QMAdminAudit table with the valid QM administrator audit information.

Column Name Description Storage

id Numeric identifier for the QM Admin Audit, auto-gen- int identity

erated by the database.
NOT NULL
Primary Key

timestamp The date and time of the QM Admin Audit command datetime (16,3)
occurred.

personFK A foreign key to the ID in the Person table. int

NOT NULL

actionFK A foreign key to the ID in the QMAdminAuditAction int

table.
NOT NULL

areaFK A foreign key to the ID in the QMAdminAuditArea table. int

NOT NULL

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 Database Schema

Column Name Description Storage

jsonDiff nvarchar[4112]

stringDiff nvarchar[4112]

Every QMAdminAudit record is associated with the following records:

n Person
n QMAdminAuditAction
n QMAdminAuditArea

QMAdminAuditAction
Quality Management loads the QMAdminAuditAction table with the valid QM administrator audit action
information.

Column Name Description Storage

id Numeric identifier for this QM admin audit action. int

NOT NULL
Primary Key

name Identifies the name of the QM admin audit action. varchar[32]

NOT NULL

Every AlertType record is associated with the following record:

n QMAdminAudit

QMAdminAuditArea
Quality Management loads the QMAdminAuditArea table with the valid QM administrator audit area
information.

Column Name Description Storage

id Numeric identifier for this QM admin audit area. int

NOT NULL
Primary Key

name Identifies the name of the QM admin audit area. varchar[128]

NOT NULL

Every AlertType record is associated with the following record:

169
Database Schema

n QMAdminAudit

Realm
Quality Management loads the Realm table with the default Realm values after the database schema
is created. The Realm table is used as a foreign key in other tables to indicate whether a team was
created in Quality Management Administrator or synced into Quality Management Administrator from
the ACD.
The defaults values are shown in the following table.

ID Name

0 Quality Management

1 ICM

The Realm table contains the fields shown in the following table.

Column Name Description Storage

id Numeric identifier for this realm. tinyint

NOT NULL
Primary Key

name Name of this realm. varchar(32)

NOT NULL

Every Realm record is associated with the following record:

n Person

RealTimeRecordingMonitorState
The RealTimeRecordingMonitorState table specifies the current recording state.

Column Name Description Storage

id The unique ID for the state. int identity

NOT NULL
Primary Key

personFK Foreign key to the Person table. int

NOT NULL

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 Database Schema

Column Name Description Storage

recordingStateFK Foreign key to the RecordingStateCause table. int

NOT NULL

recordingEventType The failure cause. varchar

(2147483647)
NOT NULL

failureTime The date and time of the last failure. datetime (16,3)

successTime The date and time of the last success. datetime (16,3)

Every RealTimeRecordingMonitorState record is associated with the following records:

n Person
n RecordingStateCause

ReconciliationHistory
A record is inserted in the ReconciliationHistory table each time a call is reconciled.

Column Name Description Storage

id Numeric identifier for this reconciliation. This num- int identity

ber is auto-generated by the database.
NOT NULL
Primary Key

cdrIdFK A foreign key to the Cdr table. varchar(100)

NOT NULL

ccrIdFK A foreign key to the pkid in the Ccr table. bigint

NOT NULL

callLegReason smallint
NOT NULL

personMatchStatus smallint
NOT NULL

datetimeUTC The GMT (UTC) date and time when the call was datetime (16,3)
reconciled.
NOT NULL

acdFK A foreign key to the pkid in the ACD table. int

NOT NULL

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Database Schema

Every ReconciliationHistory record is associated with the following records:

n ACD

n Ccr

ReconciliationHistoryStatus
The ReconciliationHistoryStatus table contains information about the Automatic Call Distributor (ACD).

Column Name Description Storage

id Numeric identifier for the reconciliation history status, int identity

auto-generated by the database.
NOT NULL
Primary Key

description A description of the reconciliation history status. varchar[256]

NOT NULL

RecordingApiCommand
The RecordingApiCommand table specifies the Recording API command.

Column Name Description Storage

id The unique ID for the Recording API com- int identity

mand.
NOT NULL
Primary Key

typeFK Foreign key to the Record- int

ingApiCommandType table.
NOT NULL

personFK Foreign key to the Person table. int

NOT NULL

timestamp The date and time of the Recording API com- datetime
mand was issued. (16,3)

metaDataFieldFK Foreign key to the metaDataField table. int

NOT NULL

data The failure cause. varchar

(4112)
NOT NULL

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 Database Schema

Column Name Description Storage

activeCallOnly 0—the recording API command is not marked bit

for active call only.
NOT NULL
1—the recording API command is marked for
active call only.

Every RecordingApiCommand record is associated with the following records:

n RecordingApiCommandType

n Person
n MetaDataField

RecordingApiCommandType
The RecordingApiCommandType table tracks the Recording API commands sent by users and
includes data sent if applicable.

Column Name Description Storage

id The unique ID for the Recording API command type. int identity
NOT NULL
Primary Key

Name The name of this Recording API command type. varchar(32)

NOT NULL

Every RealTimeRecordingMonitorState record is associated with the following records:

n RecordingApiCommand

RecordingCluster
A record is inserted in the RecordingCluster table any time a recording cluster is configured and
saved in Quality Management Administrator.

Column Name Description Storage

id Numeric identifier for this recording cluster. This num- int identity
ber is auto-generated by the database.
NOT NULL
Primary Key

Name The name of this recording cluster. varchar(64)

NOT NULL

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Database Schema

Column Name Description Storage

siteFK A foreign key to the ID in the Site table. int

NOT NULL

signalingGroupFK A foreign key to the ID in the SignalingGroup table. int

NOT NULL

Every RecordingCluster record is associated with the following records:

n RecordingClusterServer

n SignalingGroup

n Site

n VoiPMonitorDevice

RecordingClusterServer
A record is inserted in the RecordingClusterServer table any time a Record Server is configured for a
recording cluster and saved in Quality Management Administrator.

Column Name Description Storage

recordingClusterFK A foreign key to the ID in the RecordingCluster table. int

NOT NULL

serverFK A foreign key to the ID in the Server table. bigint

NOT NULL

priority The priority for the server in the recording cluster. tinyint
NULL

Every RecordingClusterServer record is associated with the following records:

n RecordingCluster

n Server

RecordingEvent
The RecordingEvent table contains records of recording events.

174
 Database Schema

Column Name Description Storage

id Numeric identifier for this recording event. This bigint identity

number is auto-generated by the database.
NOT NULL
Primary Key

ccrFK A foreign key to the ID in the Ccr table. bigint

NOT NULL
Primary Key

recordingEventTypeFK A foreign key to the ID in the Record- smallint

ingEventType table.
NOT NULL

audioRecordingOffset The offset (in milliseconds) from the start of the int
audio recording.
NOT NULL

duration The duration of the recording event in mil- int

liseconds.
NOT NULL

text A longer description of this recording event. nvarchar(512)

audioEditRequired 0—the audio does not require editing. bit

1—the audio requires editing. NOT NULL

screenEditRequired 0—the screen does not require editing. bit

1—the screen requires editing. NOT NULL

lastModified The last time the recording event was modified. datetime (16,3)
NOT NULL

Every RecordingEvent record is associated with the following records:

n Ccr
n RecordingEventType

RecordingEventType
The RecordingEventType table contains a record for each type of recording event that Quality
Management supports (for example, talkover and silence).

175
Database Schema

Column Name Description Storage

name Name of this recording event type. varchar(64)

NOT NULL
Primary

categoryFK A foreign key to the ID in the Record- smallint

ingEventTypeCategory table.
NOT NULL

id Numeric identifier for this recording event. smallint

NOT NULL
Primary Key

displayName The display name for this recording event type. nvarchar(256)

lastModified The last time the recording event type was modified. datetime (16,3)
NOT NULL

Every RecordingEventType record is associated with the following record:

n RecordingEventTypeCategory
n RecordingEvent

RecordingEventTypeCategory
The RecordingEventTypeCategory table contains a record of the recording event type’s category.

Column Name Description Storage

id Numeric identifier for this recording event type cat- smallint

egory.
NOT NULL
Primary Key

name Name of this recording event type. varchar(64)

NOT NULL

Every RecordingEventTypeCategory record is associated with the following record:

n RecordingEventType

RecordingReason
The RecordingReason table contains a record for each reason why a Ccr is or is not recorded for
quality or archive purposes. Quality Management loads the RecordingReason table with the default
RecordingReason values after the database schema is created. Negative values indicate that the Ccr

176
 Database Schema

was not recorded and positive values indicate that it was recorded. The name field contains keys to
externalized strings. The localized values appear in Unified Workforce Optimization.
The default values are shown in the following table.

English String value for

ID Name Text
Name key

—15 rec_reason_do_not_ Classifier is do not record Do not record

record

—14 rec_reason_no_rules_ Call does not match any No rule match

match Rule for the Workflow

—13 rec_reason_no_record- No Recording No Recording

ing

—12 rec_reason_no_sip_ No SIP event No SIP event

event

—11 rec_reason_compliance_ Agent Licensed for Com- Agent Licensed for Com-
license pliance Only pliance Only

—10 rec_reason_archive_off Archive Off Archive Off

—9 rec_reason_no_rules There Are No Rules There Are No Rules

Defined for the Classifier Defined for the Classifier

—8 rec_reason_not_who Call Does Not Match the Not WF Who

Who Rule for the Work-
flow

—7 rec_reason_not_when Call Does Not Match the Not WF When

When Rule for the Work-
flow

—6 rec_reason_not_wf_clas- Not Meeting Workflow Not WF Classifier

sifier Classifier Calling/Called
Number

—5 rec_reason_under_min Under the Minimum Dur- Under Min duration

ation

—4 rec_reason_in_exclusion Extension In Exclusion In Exclusion

List

—3 rec_reason_not_inclusion Extension Not in Inclusion Not in Inclusion

List

—2 rec_reason_deleted_cli- Deleted Delete

ent

177
Database Schema

English String value for

ID Name Text
Name key

—1 rec_reason_no_wf_team No Workflow Configured No WF for Team

for Agent's Team

0 rec_reason_not_pro- No Processed None

cessed

1 rec_reason_what_first First Call of Day First

2 rec_reason_what_last Last Call of Day Last

3 rec_reason_what_ Longest Call of Day Longest

longest

4 rec_reason_what_ Shortest Call of Day Shortest

shortest

5 rec_reason_what_ran- Random Call Random Call 1

dom_1

6 rec_reason_what_new_ New Employee New Employee

emp

7 rec_reason_what_per- Performance Performance

formance

8 rec_reason_what_log- Logging Logging

ging

9 rec_reason_tagged Agent Tagged Tagged

10 rec_reason_archive Archive On Archive

11 rec_reason_analytics_ Analytics Tagged Analytics Tagged

tagged

12 rec_reason_mark_quality Marked For Quality Marked For Quality

13 rec_reason_noncall Non-Call Evaluation Non-Call Evaluation

14 rec_reason_tagged_ Archive Tagged Archive Tagged

archive

15 rec_reason_api_imported API Imported API Imported

16 rec_reason_survey_kpi Survey Results Triggered Survey Results Triggered

17 rec_reason_untagged Untagged Untagged

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 Database Schema

English String value for

ID Name Text
Name key

18 rec_reason_untagged_ Archive Untagged Archive Untagged

archive

19 rec_reason_what_ran- Random Call 2 Random Call 2

dom_2

20 rec_reason_what_ran- Random Call 3 Random Call 3

dom_3

21 rec_reason_what_ran- Random Call 4 Random Call 4

dom_4

22 rec_reason_what_ran- Random Call 5 Random Call 5

dom_5

The RecordingReason table contains the fields shown in the following table.

Column Name Description Storage

id Numeric identifier for this recording reason. smallint

NOT NULL
Primary Key

name Name of this recording reason. This field contains keys varchar(32)
for strings externalized for localization.
NOT NULL

text Longer description of this recording reason. varchar(64)

NOT NULL

Every RecordingReason record is associated with the following records:

n Ccr—Every Ccr record has two associated records in the RecordingReason table, one
indicates the reason why the Ccr was or was not recorded for Archiving and the other
indicates the reason why the Ccr was or was not recorded for Quality Management
purposes.

n WorkflowRuleWhat

RecordingStateAudit
The RecordingStateAudit table contains the audit information for the recording state.

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Database Schema

Column Name Description Storage

id The unique ID for the state. int identity

NOT NULL
Primary Key

personFK The foreign key to the Person table. int

NOT NULL

recordingStateCauseFK The foreign key to the RecordingStateCause int

table.
NOT NULL

eventTime The date and time of the event. datetime (16,3)

NOT NULL

deviceName The recording device where the event occurred. nvarchar (510)
NOT NULL

recordingIPAddress The IP address where the recording occurred. varchar (40)

NOT NULL

Every RecordingStateAudit record is associated with the following records:

n Person
n RecordingStateCause

RecordingStateCause
The RecordingStateCause table contains the available failure/success causes for the recording state.

Column Name Description Storage

id The unique for the failure/success cause. int identity

NOT NULL
Primary Key

ctiMessage The message text from CTI. varchar

(2147483647)
NOT NULL

displayMessage The message key used for display. varchar

(2147483647)
NOT NULL

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 Database Schema

Column Name Description Storage

stateType The current state. varchar

(2147483647)
NOT NULL

voiceFailure Indicates if this is a voice failure message. By default bit

this is set to False.
NOT NULL

screenFailure Indicates if this is a screen failure message. By default bit

this is set to False.
NOT NULL

Every RecordingStateCause record is associated with the following records:

n RealTimeRecordingMonitorState

n RecordingStateAudit

RecordingType
The RecordingType table indicates the VoIP monitor recording type associated with a
VoiPMonitorDevice.

Column Name Description Storage

id Numeric identifier for the recording type. This number int

is auto-generated by the database.
NOT NULL
Primary Key

name Name of this recording type. varchar(25)

NOT NULL
Example: Multiple Registration

isReconciled 0—the recording type is not reconciled. bit

1—the recording type is reconciled. NOT NULL

Every RecordingType record is associated with the following records:

n Ccr

n VoiPMonitorDevice

Report
The Report table contains information on each report.

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Database Schema

Column Name Description Storage

id Numeric identifier for this report. int identity

NOT NULL
Primary Key

typeFK Type of report. int

NOT NULL

name Name of this report. varchar(255)

NOT NULL

Every Report record is associated with the following records:

n ReportType
n ReportConfiguration
n ReportRequiredParam
n ReportRoleScope

n ReportUserConfig

n UserReport

ReportColumn
The ReportColumn table identifies the columns in a report.

Column Name Description Storage

id Numeric identifier for this file type. int identity

NOT NULL
Primary Key

name Name of this report column. varchar(255)

NOT NULL

Every ReportColumn record is associated with the following records:

n ReportConfiguration

n ReportUserConfig

ReportConfiguration
 The ReportConfiguration table contains the report configuration information.

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 Database Schema

Column Name Description Storage

reportFK A foreign key to the ID in the Report table. int

NOT NULL

reportColumnFK A foreign key to the ID in the ReportColumn table. int

NOT NULL

isRequired 1—if the report includes this column by default. bit

0—if the report does not include this column by default. NOT NULL

ordinal The order number for this report configuration. tinyint

NOT NULL

Every ReportConfiguration record is associated with the following records:

n Report

n ReportColumn

ReportParameter
The ReportParameter table identifies the parameters in a report.

Column Name Description Storage

id Numeric identifier for this file type. int identity

NOT NULL
Primary Key

name Name of this report parameter. varchar(255)

NOT NULL

Every ReportParameter record is associated with the following records:

n ReportRequiredParam

n UserReportParameters

ReportRequiredParam
The ReportRequiredParam table identifies the required parameters in a report.

Column Name Description Storage

reportFK A foreign key to the ID in the Report table. int

NOT NULL

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Database Schema

Column Name Description Storage

paramFK A foreign key to the ID in the ReportParameter table. int

NOT NULL

Every ReportRequiredParameter record is associated with the following records:

n Report
n ReportParameter

ReportRole
The ReportRole table identifies the roles associated with a report.

Column Name Description Storage

id Numeric identifier for this file type. int identity

NOT NULL
Primary Key

name Name of the report role. varchar(255)

NOT NULL

Every ReportRole record is associated with the following record:

n ReportRoleScope

ReportRoleScope
The ReportRoleScope table identifies the roles that can view a report.

Column Name Description Storage

reportFK A foreign key to the ID in the Report table. int

NOT NULL

roleFK A foreign key to the ID in the ReportRole table. int

NOT NULL

Every ReportRoleScope record is associated with the following records:

n Report
n ReportRole

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ReportType
The ReportType table identifies the available for a report types.

Column Name Description Storage

id Numeric identifier for this report type. int identity

NOT NULL
Primary Key

name Name of this report type. varchar(255)

NOT NULL

Every ReportType record is associated with the following record:

n Report

ReportUserConfig
The ReportUserConfig identifies who has access to a report.

Column Name Description Storage

reportFK A foreign key to the ID in the Report table. int

NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

reportColumnFK A foreign key to the ID in the ReportColumn table. int

NOT NULL

ordinal The order number for this ReportUserConfig. tinyint

NOT NULL

userReportFK A foreign key to the ID in the UserReport table. int

NOT NULL

Every ReportUserConfig record is associated with the following records:

n Person

n Report

n ReportColumn

n UserReport

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RequiredFilterParam
A record is inserted in the RequiredFilterParam table that identifies the required parameters for an
ACD platform.

Column Name Description Storage

id Numeric identifier for this required filter parameter. int identity

This number is auto-generated by the database.
NOT NULL
Primary Key

platform The identity of the ACD platform. The possible values int
are:
NOT NULL
l 2—Unified CCX

filterParamFK A foreign key to the ID in the FilterParameter table. int

NOT NULL

Every RequiredFilterParam record is associated with the following record:

n FilterParameter

RetentionData
The RetentionData table is an association between RetentionType and Workflow tables and contains
foreign keys to both tables. It contains values for each configured retention period (for example,
Archive, HR, Scored, Tagged, Training, or Unscored) for each workflow and each retention type. The
RetentionData table contains the values of the retention periods configured for each workflow and
each retention type.

Column Name Description Storage

workflowFK A foreign key to the ID in the Workflow table. int

NOT NULL

typeFK A foreign key to the ID in the RetentionType table. int

NOT NULL

value The value of the retention period. For Scored and int
Unscored retention periods, the units are in days. For
NOT NULL
all other retention periods, the units are in months.

Every RetentionData record is associated with the following records:

n Workflow

n RetentionType

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 Database Schema

RetentionType
A RetentionType contains the available retention types (for example, Archive, HR, Scored, Tagged,
Training, or Unscored). Quality Management fills this table after the schema is created.

ID Name

1 Archive

2 Unscored

3 Scored

4 Pip

5 Tagged

6 Training

The RetentionType table contains the fields shown in the following table

Column Name Description Storage

id Numeric identifier for this retention type. int identity

NOT NULL
Primary Key

name Name of this retention type nvarchar(128)

NOT NULL

Every RetentionType record is associated with the following record:

n RetentionData

Role
The Role table contains a record for each available role in Quality Management.

Column Name Description Storage

id Numeric identifier for this role. smallint identity

NOT NULL
Primary Key

name Name of this role. varchar(32)

NOT NULL

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Database Schema

Column Name Description Storage

isDashboardAdmin 0—the user is a Dashboard administrator. bit

1—the user is not a Dashboard administrator. NOT NULL

Every Role record is associated with the following records:

n DashRoleView

n DashWidgetRole

n EvalAlerts

n UI_FeaturePermissions

RtpFilter
The Server table contains the port and IP address information that should be filtered from recording.
Use the exclude CAD recording/monitoring traffic.

Column Name Description Storage

id Numeric identifier for this RTP filter. int identity

NOT NULL
Primary Key

rtpFilterTypeFK A foreign key to the ID in the RtpFilterType table. smallint

NOT NULL

value The IP/Hostname or Port for this filter. nvarchar(256)

NOT NULL
Example: If the value is 1.1.1.1 all RTP traffic
where the value for source or destination is
1.1.1.1 will not be recorded.

Every RtpFilter record is associated with the following record:

n RtpFilterType

RtpFilterType
The RtpFilterType contains records for the possible RTP filter types.

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 Database Schema

Column Name Description Storage

id Numeric identifier for this RTP filter. small identity

NOT NULL
Primary Key

name Either IP/Hostname or Port. varchar[32]

NOT NULL

Every RtpFilterType record is associated with the following record:

n RtpFilter

ScreenMonitoring
Quality Management creates a new record in the ScreenMonitoring table every time a agent logs into
their desktop where Desktop Record service is running.

Column Name Description Storage

personFK A foreign key to the ID in the Person table. int

NOT NULL

invite The invite sent from the Desktop Recording service on varchar(1500)
the agent’s client machine.

password The password associated with the invite. varchar(1500)

LastModified The last time this record was modified. datetime (16,3)
NOT NULL

Every Screen record is associated with the following records:

n Person

Server
The Server table contains records for each configured server.

Column Name Description Storage

id Numeric identifier for this server. This number is auto- bigint identity
generated by the database.
NOT NULL
Primary Key

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Database Schema

Column Name Description Storage

serverTypeFK A foreign key to the ID in the ServerType table. bigint

NOT NULL

ipHostName The name of the host. varchar(40)

NOT NULL

Every Server record is associated with the following records:

n ACDServer
n EventLogging
n GamificationConnectionInfo
n Gateway

n MediaFile

n RecordingClusterServer

n ServerProperties

n ServerType

n SignalingGroup
n SignalingGroupServer
n SiteServer

n TelephonyGroupServer

ServerProperties
The ServerProperties table specifies the properties for each configured server.

Column Name Description Storage

serverFK A foreign key to the ID in the Server table. bigint

NOT NULL

id Numeric identifier for ServerProperties. This number is varchar(32)

auto-generated by the database.
NOT NULL

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 Database Schema

Column Name Description Storage

setting The id property setting. nvarchar

(1073741823)
Example:If id is port, the setting might be NOT NULL
59010.

Every ServerProperties record is associated with the following records:

n Server

ServerType
The ServerType table specifies the type of server for each configured server.

Column Name Description Storage

id Numeric identifier for this server. This number is auto- bigint identity
generated by the database.
NOT NULL
Primary Key

name The name of the server type. varchar[32]

NOT NULL

Every ServerType record is associated with the following record:

n Server

SignalingGroup
The SignalingGroup table specifies the type of server for each configured server.

Column Name Description Storage

id Numeric identifier for this signaling group. This num- int identity
ber is auto-generated by the database.
NOT NULL
Primary Key

name The name of the server type. varchar[64]

NOT NULL

telephonyGroupFK A foreign key to the ID in the telephonyGroup table. int

NOT NULL

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Database Schema

Column Name Description Storage

primarySignalingFK A foreign key to the ID in the Server table. bigint

NOT NULL

backupSignalingFK The priority for the signaling group. bigint

NOT NULL

Every SignalingGroup record is associated with the following record:

n RecordingCluster
n Server

n SignalingGroupServer
n TelephonyGroup

SignalingGroupServer
The SingalingGroupServer table specifies the type of server for each configured server.

Column Name Description Storage

signalingGroupFK A foreign key to the ID in the signalingGroup table. int

NOT NULL

serverFK A foreign key to the ID in the server table. bigint

NOT NULL

signalingAssociation smallint
NOT NULL

priority smallint
NOT NULL

Every SingalingGroupServer record is associated with the following record:

n Server

n SignalingGroup

Site
The Site table contains records for each configured site.

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 Database Schema

Column Name Description Storage

id The unique ID of the site. int identity

NOT NULL
Primary Key

name The user-defined name for the site. varchar

(2147483647)
NOT NULL

enableUpdates Indicates whether to turn on True Update bit

for clients or not. By default this is set to
NOT NULL
False.

isDefault Indicates if this is the default site. By default bit

this is set to False.
NOT NULL

isTwoStageUploadEnableed Indicates if Two Stage Upload is enabled. bit

By default this is set to False.
NOT NULL

Every Site record is associated with the following records:

n Ccr

n RecordingCluster

n SiteServer
n Team

SiteServer
The SiteServer table specifies which servers belong to a site.

Column Name Description Storage

siteFK The foreign key to the Site table. int

NOT NULL

serverFK The foreign key to the Server table. bigint

NOT NULL

Every SiteServer record is associated with the following records:

n Site
n Server

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Database Schema

Supervisor
Quality Management creates a Supervisor record every time a team is assigned to be supervised by a
person with a supervisor role in Quality Management Administrator and/or for every supervisor of a
team at the time a supervisor is synced from the ACD. This means that when a supervisor supervises
two teams, two records are created.
After being synced or saved in Quality Management Administrator, it will be at most ten minutes until
the Monitoring and Recording Sync service adds this record to the database. Activation and
deactivation dates reflect the time of the database sync that created or deactivated the record.

Column Name Description Storage

agentFK A foreign key to the ID of the supervisor in the Agent int

table.
NOT NULL

teamFK A foreign key to the ID of the team being supervised in int

the Team table.
NOT NULL

activated The GMT date and time when the supervisor role was datetime (16,3)
assigned to the person or the ACD supervisor was con-
NOT NULL
figured.

deactivated The GMT date and time when the supervisor role was datetime (16,3)
removed from the person or the person was deleted or
NOT NULL
unconfigured.

lastModified The last time the supervisor was modified. datetime (16,3)
NOT NULL

Every Supervisor record is associated with the following records:

n Agent

n Team

Survey
The Survey table specifies the type of server for each configured server.

Column Name Description Storage

id Numeric identifier for this survey. This number is auto- bigint int identity
generated by the database.
NOT NULL
Primary Key

194
 Database Schema

Column Name Description Storage

callIdentifier The ID to associate related contacts. This is used to varchar[52]

display associated calls in the Quality Management in
NOT NULL
Unified Workforce Optimization, so various legs of the
same customer contact can be viewed together.

surveyFormFK A foreign key to the ID in the surveyForm table. int

NOT NULL

score The score for the survey. int

NOT NULL

lastModified The last time the survey was modified. datetime (16,3)
NOT NULL

Every Survey record is associated with the following record:

n SurveyForm

n SurveyResults

SurveyForm
Quality Management adds a record to the SurveyForm table each time a new survey form is created.

Column Name Description Storage

id Numeric identifier for this evaluation form. This iden- int identity
tifier is auto-generated by the database.
NOT NULL
Primary Key

formId The ID associated with the form. int

NOT NULL

name Name of this survey form. Names must be unique. nvarchar(128)

NOT NULL

description Description of this survey form. nvarchar(256)

NOT NULL

creator Creator of the survey form. nvarchar(128)

NOT NULL

195
Database Schema

Column Name Description Storage

created Date and time this survey form was created, in GMT. datetime (16,3)
NOT NULL

totalPoints The total points assigned to this survey. int

NOT NULL

statusFK A foreign key into the status table. tinyint

NOT NULL

Every SurveyForm record is associated with the following records:

n Survey
n SurveyFormStatus
n SurveyQuestion

SurveyFormStatus
Quality Management adds a record to the SurveyFormStatus table each time the status is updated.

Column Name Description Storage

id Numeric identifier for this evaluation form. This iden- int

tifier is auto-generated by the database.
NOT NULL
Primary Key

status The status of the survey form. nvarchar[48]

NOT NULL

Every SurveyFormStatus record is associated with the following record:

n SurveyForm

SurveyQuestion
Quality Management adds a record to the SurveyQuestion table, each time a new question is created
in a survey form.

20 Description Storage

id Numeric identifier for this survey question, auto-gen- int identity

erated by the database.
NOT NULL
Primary Key

196
 Database Schema

20 Description Storage

surveyFormFK A foreign key to the ID in the SurveyForm table. int

NOT NULL

weight The weight of this section. Max = 1.0. float

NOT NULL

questionNumber The number associated with the question. tinyint

NOT NULL

question The question associated with the survey. nvarchar(1024)

NOT NULL

type The type of question. nvarchar(64)

NOT NULL

Every SurveyQuestion record is associated with the following record:

n SurveyForm

SurveyResults
Quality Management adds a record to the SurveyResults table, for each survey result.

Column Name Description Storage

id Numeric identifier for this survey result, auto-gen- bigint identity

erated by the database.
NOT NULL
Primary Key

surveyFK A foreign key to the ID in the Survey table. bigint

NOT NULL

questionNumber The number associated with the question. tinyint

NOT NULL

result The answer to the question. nvarchar(1024)

NOT NULL

receivedWeight The weigh associated with the question. float

NOT NULL

Every SurveyQuestion record is associated with the following records:

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Database Schema

n Survey

SyncFilter
The SyncFilter table contains information about the synchronization filter.

Column Name Description Storage

id Numeric identifier for the ACD, auto-generated by the int identity

database.
NOT NULL
Primary Key

Every SyncFilter record is associated with the following record:

n FilterProperties

n SyncFilter
n SyncFilterTelephony

SyncFilterACD
The SyncFilterACD table contains information about the ACD sync filter.

Column Name Description Storage

syncFilterFK A foreign key to the ID in the SyncFilter table. int

NOT NULL

acdFK A foreign key to the ID in the ACD table. int

NOT NULL

Every SyncFilterACD record is associated with the following records:

n syncFilter
n ACD

SyncFilterTelephony
The SyncFilterTelephony table contains information about the telephony sync filter.

Column Name Description Storage

syncFilterFK A foreign key to the ID in the SyncFilter table. int

NOT NULL

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 Database Schema

Column Name Description Storage

telephonyGroupFK A foreign key to the ID in the TelephonyGroup table. int

NOT NULL

Every SyncFilterACD record is associated with the following records:

n syncFilter
n TelephonyGroup

Team
The Team table contains information about specific teams. A record is created when a knowledge
worker team is created in the Quality Management Administrator or when a team is synced from the
ACD. After being synced or saved in Quality Management Administrator, it will be at most ten minutes
until the Monitoring and Recording Sync service adds this record to the database. Activation and
deactivation dates reflect the time of the database sync that created or deactivated the record.

Column Name Description Storage

id Numeric identifier for the team. This number is auto- int identity
generated by the database.
NOT NULL
Primary Key

name Name of the team. nvarchar(120)

NOT NULL

displayId The team identifier displayed in Monitoring and nvarchar(64)

Recording Administrator. For more information, see
NOT NULL
Dates in the Database.

realmFK A foreign key to the Realm table for whether this is a tinyint
team created in Quality Management or synced
NOT NULL
from the ACD.

activated The GMT date and time when the team was created datetime (16,3)
(or synced from the ACD).
NOT NULL

deactivated The GMT date and time when the team was deleted. datetime (16,3)
NOT NULL

archiveWorkflowFK A foreign key to the ID in the Workflow table. int

NOT NULL

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Database Schema

Column Name Description Storage

qualityWorkflowFK A foreign key to the ID in the Workflow table. int

NOT NULL

siteFK A foreign key to the ID in the Site table. int

NOT NULL

lastModified The last time the team was modified. datetime (16,3)
NOT NULL

acdFK A foreign key to the ID in the ACD table. int

NOT NULL

Every Team record is associated with the following records:

n ACD

n AgentTeam
n Ccr

n Evaluator
n Site
n Supervisor

n TeamGroup

n WorkflowRuleWhoTeam

n Workflow

TeamGroup
Quality Management creates a TeamGroup record every time a team is assigned to a group in Quality
Management Administrator.
After being synced or saved in Quality Management Administrator, it will be at most ten minutes until
the Monitoring and Recording Sync service adds this record to the database. Activation and
deactivation dates reflect the time of the database sync that created or deactivated the record.

Column Name Description Storage

teamFK A foreign key to the ID in the Team table. int

NOT NULL

200
 Database Schema

Column Name Description Storage

groupFK A foreign key to the ID in the Groups table. int

NOT NULL

activated The GMT date and time when the team was assigned datetime (16,3)
to the group.
NOT NULL

deactivated The GMT date and time when the team was removed datetime (16,3)
from the group.
NOT NULL

Every TeamGroup record is associated with the following records:

n Team
n Groups

TelephonyGroup
The TelephonyGroup table is a telephony entity that provides a unique set of phones and telephony
devices. It also includes a number of telephony servers, including at least one Quality Management CTI
server.

Column Name Description Storage

id Numeric identifier for the telephony group. This num- int identity
ber is auto-generated by the database.
NOT NULL
Primary Key

inclusionList The inclusion list XML for this telephony group nvarchar
(cluster). (1073741823)
NOT NULL

typeFK A foreign key to the ID in the TelephonyGroupType int

table.
NOT NULL

signalingMethod The signaling method in user. Either CTI signaling, smallint

MediaSense signaling, or both.
NOT NULL

name Name of this telephony group. varchar(64)

NOT NULL

Every TelephonyGroup record is associated with the following records:

201
Database Schema

n Ccr

n SignalingGroup
n SyncFilterTelephony
n TelephonyGroupType
n TelephonyGroupServer

n VoiPMonitorDevice

TelephonyGroupServer
The TelephonyGroupServer table associates servers with telephony groups.

Column Name Description Storage

telephonyGroupFK A foreign key to the ID in the TelephonyGroup table. int

NOT NULL

serverFK A foreign key to the ID in the Server table. bigint

NOT NULL

Every TelephonyGroupServer record is associated with the following records:

n Server

n TelephonyGroup

TelephonyGroupType
The TelephonyGroupType table indicates the telephony group type associated with a TelephonyGroup.

Column Name Description Storage

id Numeric identifier for this telephony group type. This int

number is auto-generated by the database.
NOT NULL

name The name of the telephony group type. varchar(25)

NOT NULL

recordingSide The recording method fro this telephony group type. varchar(25)
The options are as follows:
NOT NULL
l Gateway Recording

l Agent Recording

Every TelephonyGroupType record is associated with the following record:

202
 Database Schema

n TelephonyGroup

Timezone
The Timezone table is filled with default time zones by the Quality Management. If other time zones are
used, they are added to this table.

Column Name Description Storage

id The numeric identifier for this time zone. This number tinyint identity
is auto-generated by the database.
NOT NULL
Primary Key

javaName Name of the Java time zone. varchar(255)

NOT NULL

Every Timezone record is associated with the following records:

n ArchiveAudit

n Ccr
n Eval

n EvalComment
n EvalForm
n EventAudit

UI_Feature
Quality Management loads the UI_Feature table with the valid features.

Column Name Description Storage

id Numeric identifier for this feature. This number is int identity

auto-generated by the database.
NOT NULL
Primary Key

featureGroupFK A foreign key to the ID in the UI_FeatureGroup smallint

table.
NOT NULL

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Database Schema

Column Name Description Storage

name The name of this feature. nvarchar(128)

NOT NULL
Example: dashboard or searchAndPlay

useHttps 0—pass the URL using HTTP or HTTPS protocol bit

and port.
NOT NULL
1—do not pass the URL using HTTP or HTTPS
protocol and port.

uri URL for the feature’s Google Gadget XML nvarchar(1024)

NOT NULL

icon The icon associated with this feature. nvarchar(64)

NOT NULL

ordinal The order number for this feature. int

NOT NULL

requiresLicensedUser 0—user requires a license to use the features. bit

1—user does not require a license to use the NOT NULL
features.

Every UI_Feature record is associated with the following records:

n Field

n Filter

n UI_FeatureGroup

n UI_FeaturePermissions

UI_FeatureGroup
The UI_FeatureGroup table provides a unique set of features groups.

Column Name Description Storage

id Numeric identifier for this feature group. This number smallint identity
is auto-generated by the database.
NOT NULL
Primary Key

204
 Database Schema

Column Name Description Storage

name Name of this feature group. nvarchar(64)

NOT NULL

Every UI_FeatureGroup record is associated with the following records:

n UI_Feature

UI_FeaturePermissions
The UI_FeaturePermissions contains the feature permissions for each UI_Feature based on Role and
License.

Column Name Description Storage

featureFK A foreign key to the id in the UI_Feature table. int

NOT NULL

roleFK A foreign key to the id in the Role table. smallint

NOT NULL

permission 0—if the role can access the feature. bit

1—if the role cannot access the feature. NOT NULL

Every UI_FeaturePermissions record is associated with the following records:

n UI_Feature

n Role

UniqueAdminGroup
The UniqueAdminGroup table generates unique adminGroupNum values for the Group table and
generates unique IDs for newly created knowledge workers. Both Quality Management Administrator
and Monitoring and Recording Sync service use this table to keep groups and knowledge workers
synced to the Quality Management database.

Column Name Description Storage

id The unique ID that has been used as the last int

adminGroupNum in the Groups table. This number is
NOT NULL
auto-generated by the database.
Primary Key

205
Database Schema

UploadState
Quality Management loads the UploadState table with default upload state values after the database
schema is created. Each record in this table is a possible state for an audio or screen file Ccr record.
The default values are shown in the following table.

ID Name

0 No file to upload

1 File not yet uploaded

2 File is uploaded

The UploadState table contains the fields shown in the following table.

Column Name Description Storage

id Numeric identifier of the upload state. tinyint

NOT NULL
Primary Key

name Name of the upload state. varchar(32)

NOT NULL

Every UploadState record is associated with the following records:

n Ccr

n MediaFile

UserReport
The UserReport contains information on each user report.

Column Name Description Storage

id Numeric identifier for this user report. int identity

NOT NULL
Primary Key

reportFK A foreign key to the ID in the Report table. int

NOT NULL

personFK A foreign key to the ID in the Person table. int

NOT NULL

206
 Database Schema

Column Name Description Storage

reportName Name of this report. varchar(255)

NOT NULL

Every UserReport record is associated with the following records:

n Person

n Report

n ReportUserConfig

n UserReportParameters

UserReportParameters
The UserReportParameters identifies the parameters for the user report.

Column Name Description Storage

id Numeric identifier for theses user report para- int identity

meters.
NOT NULL
Primary Key

userReportFK A foreign key to the ID in the UserReport table. int

NOT NULL

reportParameterFK A foreign key to the ID in the ReportParameter int

table.
NOT NULL

settingValue The value of the parameter. varchar

(1073741823)
NOT NULL

Every UserReportParameters record is associated with the following records:

n UserReport

n ReportParameter

VoiPMonitorDevice
The VoiPMonitorDevice table contains configuration information for each VoIP device.

207
Database Schema

Column Name Description Storage

id Numeric identifier for the VoIP monitoring device. bigint identity

This number is auto-generated by the database.
NOT NULL
Primary Key

personFK A foreign key to the id in the Person table. int

NOT NULL

deviceName The name of the device. varchar[64]

NOT NULL

deviceTypeFK The device type. int

NOT NULL

monitorServerFK A foreign key to the id in the Server table. bigint

NOT NULL

recordingTypeFK A foreign key to the id in the VoiPMonitorDeviceType int

table.
NOT NULL

telephonyGroupFK A foreign key to the id in the TelephonyGroup table. int

NOT NULL

virtualExtFK A foreign key to the id in the VoiPMonitorDevice bigint

table.
NOT NULL

loggedInPersonFK A foreign key to he loggedInPerson table. int

NOT NULL

recordingClusterFK A foreign key to the RecordingCluster table. int

NOT NULL

recordingTones 0—the beep tones are not enabled for the device. bit
1—the beep tones are enabled for the device. NOT NULL

Every VoiPMonitorDevice record is associated with the following records:

n Person

n RecordingCluster

n RecordingType

n TelephonyGroup

208
 Database Schema

n VoiPMonitorDeviceLine
n VoiPMonitorDeviceType

VoiPMonitorDeviceLine
The VoiPMonitorDeviceLine table maps the devices to extensions and partitions. A device might have
multiple extensions and partitions.

Column Name Description Storage

id Numeric identifier for the VoIP monitoring device line. bigint identity
This number is auto-generated by the database.
NOT NULL
Primary Key

deviceFK A foreign key to the id in the VoiPMonitorDevice table. bigint

NOT NULL

extension The extension for this device. varchar(32)

NOT NULL

partition The partition for this device. varchar(50)

NOT NULL

Every VoiPMonitorDeviceLine record is associated with the following records:

n VoiPMonitorDevice

VoiPMonitorDeviceType
The VoiPMonitorDeviceType table indicates the device type associated with a VoiPMonitorDevice.

Column Name Description Storage

id Numeric identifier for the VoIP monitoring device type. int

This number is auto-generated by the database.
NOT NULL
Primary Key

name The name of this VoIP monitoring device type varchar(25)

NOT NULL
Example: Phone

Every VoiPMonitorDeviceType record is associated with the following record:

n VoiPMonitorDevice

209
Database Schema

vw_ActiveAgentsInGroups
Quality Management creates a new record for active agents in groups.

Column Name Description Storage

group_id Numeric identifier for this group. int

NOT NULL

team_id Numeric identifier for this team. int

NOT NULL

tm_agent_id Numeric identifier for this the team agent. int

NOT NULL

tm_person_id Numeric identifier for this the team person. int

NOT NULL

vw_ActiveAgentsInTeams
Quality Management creates a new record for active agents in teams.

Column Name Description Storage

team_id Numeric identifier for this team. int

NOT NULL

tm_agent_id Numeric identifier for this the team agent. int

NOT NULL

tm_person_id Numeric identifier for this the team person. int

NOT NULL

vw_ContactsWithActiveOrg
A vw_ContactsWithActiveOrg record is used for contact reconciliation.

Column Name Description Storage

skillTargetId Realm.skillTargetID is the unique identifier used for a nvarchar(120)

person. The skillTargetId is the unique ID retrieved
NOT NULL
from the ACD database for agents or auto-generated
for knowledge workers in Quality Management.

firstname The first name of the this person. nvarchar(120)

NOT NULL

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 Database Schema

Column Name Description Storage

lastname The last name of the this person. nvarchar(120)

NOT NULL

teamId Numeric identifier for this team. int

NOT NULL

teamName The name of the team. nvarchar(120)

NOT NULL

groupId Numeric identifier for this group. int

NOT NULL

groupName The name of the group. nvarchar(64)

NOT NULL

startTime The local start time of the call in the timezone where datetime (16,3)
the call occurred. The localStartTime is used by Qual-
NOT NULL
ity Management Reporting to compare the start time
with the local date range selections when viewing
reports.

pathName The name of the path. nvarchar(510)

NOT NULL

serverName The name of the server. varchar(40)

NOT NULL

Offset The time the recording starts relative to the startTime int
timestamp of the Ccr, in milliseconds. This is also the
NOT NULL
time between the CTI ringing event and the CTI estab-
lished event.

Duration The duration of the recording in milliseconds. int

NOT NULL

ccrId A unique ID used in the Ccr table. bigint

NOT NULL

ani The originating phone number for this contact. nvarchar(128)

NOT NULL

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Database Schema

Column Name Description Storage

dnis The called phone number for this contact. nvarchar(128)

NOT NULL

icmCallId The Peripheral Call Key (or Call ID) for the call from varchar(128)
the CCM system.
NOT NULL

startTimeTzFK A foreign key into the Timezone table. A value of zero tinyint
indicates that the time zone is currently unknown. An
NOT NULL
unknown time zone might be updated at some point.
For more information, see Dates in the Database.

qualityReasonFK A foreign key to the ID in the RecordingReason table. smallint

The reason why the cal was or was not marked for
NOT NULL
quality management purpose.

localStartTime The local start time of the call in the timezone where datetime (16, 3)
the call occurred. The localStartTime is used by Qual-
NOT NULL
ity Management Reporting to compare the start time
with the local date range selections when viewing
reports.

personId The ID of the agent. int

NOT NULL

extension The extension(s) where the login or logout occurred. varchar(16)

NOT NULL

line Agent's extension. nvarchar(128)

NOT NULL

ccrType The type of contact. The contact type is either call or varchar
non-call [21474�83647]
NOT NULL

recordingType The VoIP monitor recording type. varchar[25]

NOT NULL

qualityReason The reason why the call was or was not marked for varchar[64]
quality management purposes.
NOT NULL

archiveReason The reason why the cal was or was not marked for varchar[64]
archiving.
NOT NULL

212
 Database Schema

vw_PersonDetails
Quality Management creates a new record for person details. It is used with Ccr to ensure the person
has active states for agent, agent team, team, and group.

Column Name Description Storage

person_id Numeric identifier for this person. int

NOT NULL

Person_ The last name of the this person. nvarchar(120)

lastName
NOT NULL

Person_ The first name of the this person. nvarchar(120)

firstName
NOT NULL

Person_user- The username for this person. nvarchar(128)

name
NOT NULL

Person_ The domain name for this person. nvarchar(128)

domainName
NOT NULL

Person_dis- The display ID for this person. nvarchar(120)

playId
NOT NULL

Team_id Numeric identifier for this team. int

NOT NULL

Team_name The name of the team nvarchar(120)

NOT NULL

Team_displayId The display ID for this team. nvarchar(64)

NOT NULL

Groups_id The ID for this group. int

NOT NULL

Groups_name The name of the group. nvarchar(64)

NOT NULL

vw_WfmAgentReportCard
Quality Management creates a new record for the WFM agent report card.

213
Database Schema

Column Name Description Storage

ICMAGENT The identity of the agent. nvarchar(120)

NOT NULL

STARTTIME The time and date when the report card began. datetime (16,3)
NOT NULL

TOTALSCORE The score for this evaluation. Null if the evaluation has float
been claimed but no questions have yet been scored.
NOT NULL

FORMID Numeric identifier for this evaluation form. This iden- int
tifier is auto-generated by the database.
NOT NULL

Workflow
The Workflow table specifies the workflows that are configured in Quality Management. The workflow
contains a reference to a workflowXML that is generated by the Quality Management Administrator.

Column Name Description Storage

id The primary key for the workflow. int identity

NOT NULL
Primary key

typeFK A foreign key reference to ID in the Work- smallint

flowType table.
NOT NULL

isActive True—the workflow is active and available. bit

False—the workflow was deleted and the record NOT NULL
still exists.

name Identifies the name of the workflow. nvarchar[128]

NOT NULL

canChangeForm 0—if the evaluator can change the form bit

assigned to a contact.
NOT NULL
1—if the evaluator cannot change the evaluation
form assigned to a contact.

endOfDay The time when the recording is uploaded. nvarchar[10]

NOT NULL

214
 Database Schema

Column Name Description Storage

immediateUpload 0—recording is immediately uploaded after the bit

recording is complete.
NOT NULL
1—the recording is uploaded based on normal
upload setting rules.

extendScreen The number of seconds screen recording con- int

tinues to record after-call work after a call is
NOT NULL
dropped.

lastProcessDurationSec The number of seconds elapsed during pro- int

cessing of workflow.
NOT NULL

immediateScreenUpload 1—the workflow was marked for immediate bit

screen upload.
NOT NULL
0—the workflow was not marked for immediate
screen upload.

Every Workflow record is associated with the following records:

n Ccr

n RetentionData
n Team

n WorkflowType

n WorkflowClassifier

WorkflowClassifier
The WorkflowClassifier table contains records for each workflow classifier.

Column Name Description Storage

id The primary key for the workflow classifier. int identity

NOT NULL
Primary key

typeFK A foreign key reference to ID in the Work- int

flowClassifierType table.
NOT NULL

workflowFK A foreign key reference to ID in the Workflow table. int

NOT NULL

215
Database Schema

Column Name Description Storage

evalFormFK A foreign key reference to ID in the EvalForm table. int

NOT NULL

name Identifies the name of the workflow classifier. nvarchar[128]

NOT NULL

ordinal The order number for this workflow classifier. int

NOT NULL

logging 0—if logging is enabled. bit

1—if logging is not enabled. NOT NULL

uploadScreen 0—if the screen recording is uploaded. bit

1—if the screen recording is not uploaded. NOT NULL

Every WorkflowClassifier record is associated with the following records:

n EvalForm

n Workflow

n WorkflowClassifierNumber

n WorkflowClassifierType

n WorkflowRule

WorkflowClassifierNumber
The WorkflowClassifierNumber table contains records for each workflow classifier number.

Column Name Description Storage

id The primary key for the workflow classifier number. int identity
NOT NULL
Primary key

classifierFK A foreign key reference to ID in the WorkflowClassifier int

table.
NOT NULL

number The number for the workflow classifier. nvarchar(128)

NOT NULL

216
 Database Schema

Column Name Description Storage

ordinal The order number for this workflow classifier number. int
NOT NULL

numberTypeFK A foreign key reference to ID in the Work- tinyint

flowClassifierNumberType table.
NOT NULL

Every WorkflowClassifierNumber record is associated with the following record:

n WorkflowClassifier

n WorkflowClassifierNumberType

WorkflowClassifierNumberType
The WorkflowClassifierNumberType table contains records for each workflow classifier number.

Column Name Description Storage

id The primary key for the workflow classifier number tinyint

type.
NOT NULL

name The name of the workflow classifier. varchar(10)

NOT NULL

Every WorkflowClassifierNumber record is associated with the following record:

n WorkflowClassifier

WorkflowClassifierType
The WorkflowClassifierType table contains records for each workflow classifier type.

Column Name Description Storage

id The primary key for the workflow classifier type. int identity
NOT NULL
Primary key

name Identifies the name of the workflow classifier type. nvarchar(40)

NOT NULL

Every WorkflowClassifierType record is associated with the following record:

n WorkflowClassifier

217
Database Schema

WorkflowRule
The WorkflowRule table contains records for each workflow classifier rule.

Column Name Description Storage

id The primary key for the workflow classifier. int identity

NOT NULL
Primary key

name Identifies the name of the workflow rule. nvarchar[128]

NOT NULL

classifierFK A foreign key reference to ID in the WorkflowClassifier int

table.
NOT NULL

whoTypeFK A foreign key reference to ID in the Work- int

flowRuleWhoType table.
NOT NULL

whenTypeFK A foreign key reference to ID in the Work- int

flowRulesWhenType table.
NOT NULL

ordinal The order number for this workflow rule. int

NOT NULL

Every WorkflowRule record is associated with the following records:

n WorkflowClassifier

n WorkflowRuleWhoType

n WorkflowRuleWhenType

n WorkflowRuleWhat

n WorkflowRuleWhenRange

n WorkflowRuleWhenWeekly
n WorkflowRuleWhoPerson
n WorkflowRuleWhoTeam

WorkflowRuleWhat
The WorkflowRuleWhat table contains records for each WHAT rule in a workflow.

218
 Database Schema

Column Name Description Storage

id The primary key for the workflow classifier. int identity

NOT NULL
Primary key

ruleFK A foreign key reference to ID in the WorkflowRule int

table.
NOT NULL

reasonFK A foreign key reference to ID in the RecordingReason smallint

table.
NOT NULL

minDuration The minimum number of seconds allowed per call. int

NOT NULL

callsPerDay The number of calls per day to record. int

NOT NULL

Every WorkflowRuleWhat record is associated with the following records:

n RecordingReason

n WorkflowRule

n WorkflowRuleWhatPeriod

WorkflowRuleWhatPeriod
The WorkflowRuleWhatPeriod table contains records for each period in a WHAT rule.

Column Name Description Storage

whatFK A foreign key reference to ID in the WorkflowRuleWhat int

table.
NOT NULL

startTime The time and date when the period began. nvarchar(10)
NOT NULL

endTime The time and date when the period ended. nvarchar(10)
NOT NULL

Every WorkflowRuleWhatPeriod record is associated with the following record:

n WorkflowRuleWhat

219
Database Schema

WorkflowRuleWhenRange
The WorkflowRuleWhenRange table contains records for each range in a WHEN rule.

Column Name Description Storage

id The primary key for the workflow when range. int identity
NOT NULL
Primary key

ruleFK A foreign key reference to ID in the WorkflowRule int

table.
NOT NULL

beginDate The date and time when the range began. datetime (16,3)
NOT NULL

endDate The date and time when the range ended. datetime (16,3)
NOT NULL

Every WorkflowRuleWhenRange record is associated with the following record:

n WorkflowRule

WorkflowRuleWhenType
The WorkflowRuleWhatType table contains records for each type in a WHEN rule.

Column Name Description Storage

id The primary key for the workflow rule WHEN type. int identity
NOT NULL
Primary key

name The name of the workflow rule WHEN type. nvarchar(20)

NOT NULL

Every WorkflowRuleWhatType record is associated with the following record:

n WorkflowRule

WorkflowRuleWhenWeekly
The WorkflowRuleWhenWeekly table contains records for each WHEN rule with a Select When of
Weekly.

220
 Database Schema

Column Name Description Storage

RuleFK A foreign key reference to ID in the WorkflowRule int

table.
NOT NULL

weeklyTypeFK A foreign key reference to ID in the Work- int

flowRuleWeeklyType table.
NOT NULL

Every WorkflowRuleWhenWeekly record is associated with the following records:

n WorkflowRule
n WorkflowRuleWhenWeeklyType

WorkflowRuleWhenWeeklyType
The WorkflowRuleWhenWeeklyType table contains records for the day of the week

Column Name Description Storage

id The primary key for the workflow rule WHEN weekly int
type.
NOT NULL
Primary key

name The day of the week (1-7, where 1 = Sunday and 7 = nvarchar(20)
Saturday).
NOT NULL

Every WorkflowRuleWhenWeeklyType record is associated with the following record:

n WorkflowRuleWhenWeekly

WorkflowRuleWhoPerson
The WorkflowRuleWhoPerson table contains records for each a person associated with a WHO rule.

Column Name Description Storage

ruleFK A foreign key reference to ID in the WorkflowRule int

table.
NOT NULL

personFK A foreign key reference to ID in the Person table. int

NOT NULL

Every WorkflowRuleWhoPerson record is associated with the following records:

221
Database Schema

n WorkflowRule

n Person

WorkflowRuleWhoTeam
The WorkflowRuleWhoTeam table contains records for each team associated with a WHO rule.

Column Name Description Storage

ruleFK A foreign key reference to ID in the WorkflowRule int

table.
NOT NULL

teamFK A foreign key reference to ID in the Team table. int

NOT NULL

Every WorkflowRuleWhoTeam record is associated with the following records:

n WorkflowRule

n Team

WorkflowRuleWhoType
The WorkflowRuleWhoType table contains records for each type for a WHO rule in a workflow.

Column Name Description Storage

id The primary key for the workflow rule WHO type. int
NOT NULL
Primary key

name The name of the workflow rule WHO type. nvarchar(20)

NOT NULL

Every WorkflowRuleWhoType record is associated with the following record:

n WorkflowRule

WorkflowType
The WorkflowType table specifies the available workflow types. Quality Management fills this table after
the schema is created. The default values are shown in the following table.

222
 Database Schema

ID Name

1 Archive

2 Quality

The WorkflowType table contains the fields shown in the following table.

Column Name Description Storage

id The primary key for the workflow. smallint identity

NOT NULL
Primary key

name The name of the workflow type. varchar(32)

NOT NULL

Every WorkflowType record is associated with the following record:

n Workflow

Database Change Log

The following tables provide a historical log of changes to the database schema for Quality
Management. If you have an application that relies on data in the database schema, use this log to
verify if the latest changes affect your application.

Database Change Log for Schema 6

Schema Version Description

6.907 Remove screenMaxDuration and change voiceMaxDuration to

recordingMaxDuration

6.904 Add index to LoginState table

6.903 Update retention data types for existing archive workflows to use
new explicit "Tagged (Archive)" data type

6.902 Add mapping of Eval Goal actions and Roles

6.901 Added gamification ordinal column

6.898 Added covering index on RetentionData (workflowFK, typeFK,

unitTypeFK) to improve DB Cleaner retention query

223
Database Schema

Schema Version Description

6.897 Added "Tagged (Archive)" retention type to RetentionType table

for Customizable Retention Policies feature

6.896 Added schema changes for retention rules implementation (part

of the Customizable Retention Policies feature). Tables: Reten-
tionRule, RetentionRuleCondition, RetentionRuleData

6.891 Changes for Interaction Collaboration feature

6.869 Update UserReport and related foreign keys to CASCADE on

delete

6.865 Update QMAdminAudit to make jsonDiff and stringDiff columns

NVARCHAR(max)

6.863 Added unitTypeFK to RetentionData, and added Reten-

tionUnitTypes table, and did months to days conversion on exist-
ing RetentionData values

6.858 Add lastModified column to Media and MediaFile tables

6.854 Adding isTranscribed field to CCR

6.845 Add Survey Indexes

6.844 Add AcdTelephonyGroup relationship table

8.842 Increase size of Server.ipHostName column from 40 to 256.

6.841 Add isAnalytics column to MetaDataField and set its default

value to 0

6.840 Realm removal

6.836 New Survey Feature Support

6.792 Add recordScreen column to Workflow table and set the initial
upgrade value based on the workflow type.

6.788 Changed Gamification Metric label from adherence to Adher-

ence.

6.785 Removed the level parameter from reports as it is not used any
more.

6.784 Added activeCallOnly column to the RecordingApiCommand

table.

6.783 Added new Event Logging and related tables

224
 Database Schema

Schema Version Description

6.780 Cleaned up unused EventAudit and related tables

6.776 Upgrade existing ACDFilter data into new SyncFilter data struc-
tures.

6.769 Update Person and Team constraints to use acdFK instead of

realmFK to support multiple ACDs of a single type.

6.765 Change ACDFilter to SyncFilter and split the functionality into

ACD and Telephony filter types.

6.759 Added ACD references to tables that have data synced over
from an ACD.

6.750 Created new 'UCCX Server' type and upgraded any existing
servers to use that type.

6.748 Created ACD data structure to allow multiple groupings of ACD

servers.

6.737 Changes to upgrade changed package names for some CTI

implementations and SIP implementations.

6.735 Changes to support Evaluator Queue Performance Metrics

(Eval Goals).

6.717 Two Stage Upload support.

6.716 AudioCodes port change.

6.674 Changes to support Self Evaluation.

6.663 Forcing the VoIP Monitor Device recording type to None where
device type is User Profile.

6.662 Set encodeFramesPerSecond to 1 instead of 4 for 9.4 SR1

upgrades.

6.661 Set encodeMFBitrate to 200 on 9.4 SR1 upgrades.

6.659 Added ReconciliationHistory Status table with description of the

person match status code.

6.658 Updated AudioCodes Retrieval Service port.

6.656 Clean up old, unused columns in CDR table.

6.649 Set all .rec and .erec recordings to .em4v recording type.

225
Database Schema

Schema Version Description

6.648 Added license type to Ccr.

6.643 Removing Administrator dashboard.

6.641 Setting HDS server suffix.

6.640 Adding isAxlProvider.

6.593 WebM Schema Changes.

6.583 Evaluator Type Work.

6.581 Adding column to UI_Feature table to indicate if a license is

needed for the application.

6.580 Rename associatedCallId column to callIdentifier. (This column

can now contain associatedCallId, Contact ID, ICM Call ID, or
metadata).

6.569 Making Admin Roles true roles.

6.567 Eval Comment changes for section and question comments.

6.564 Dropped the insert trigger on ArchiveAudit table.

6.563 Added the eventId bigint column to GamificationEvent.

6.562 Added the isDataPushed bit column to GamificationEventType.

6.561 Added Application Management to the list of UI features.

6.560 Added a unique constraint to GamificationLevelScoring for com-

bined columns gamificationLevelFK and minScoreThreshold.

6.559 Added a unique constraint to GamificationPointRangeScoring

for combined columns gamificationPointRangeFK and rangeMin-
imum.

6.555 Added support for Admin Auditing.

6.541 6.541 Added support for Gamification.

6.537 Added support for the Survey Form.

6.531 Added support for Admin Partitioning.

6.513 Created Signaling Groups.

6.510 Added the MetaDataMappableColumms table, added

mappedColumnFK column to the MetaData table

226
 Database Schema

Schema Version Description

6.509 Created Foreign Key constraint for telephonyGroupFK.

6.508 Created a new column in Ccr for telephonyGroupFK.

6.506 Added recordingTones column to the VoIPMonitorDevice table.

6.505 Created the ReconciliationHistory table.

6.504 Added immediatedScreenUpload column to Workflow table.

6.503 Added Index for EvalQuestion table.

6.501 Added displayOrder to the MetaDataField table.

6.498 Updated the servermaxConcurrentRecordings to 1000 instead

of 100 now that screen recording is on the client desktop.

6.497 Removed legacy UniqueCcr table.

6.496 Assure that there is an UseSSL flag for all Screen and Voice
Servers.

6.495 Created cascade for person and record ID in ReportUserConfig.

6.491 Created and populated the CdrCcr and indexes.

6.486 Changed the Current Best Performers Widget to use a single

value for bands rather than a range, dropped band5.

6.480 Added support for point based Evaluations. Created EvalFormS-

coringType, EvalFormQuestionOptionType, EvalFormQues-
tionOption, EvalFormQuestionTemplate, and
EvalFormQuestionTemplateOption tables.

6.442 Added versionInfo (client version) column to LoginState table.

6.441 Added types to the CcrType table.

6.437 Dropped telephoneNumber from VoipMonitorDevice.

6.436 Created VoipMonitorDeviceLine table to allow multiple line con-

figuration of devices.

6.434 Added flags to RecordingEvent table for if an edit of the audio is

required and if an edit of screen is required.

6.431 Added a bit column to WorkflowClassifier to flag if screen should

be uploaded.

227
Database Schema

Schema Version Description

6.430 Added StartTime to the Screen table.

6.424 Added telpehoneNumber column to VoipMonitorDevice table.

6.429 Changing the Workflow Classifier isInbound column to be that of

the newly created table WorkflowClassifierNumberType.

6.423 Added email related fields to CCR table.

6.420 Added isPlayable and mimeType to FileType table.

6.418 Created ScreenMonitoring table.

6.417 Updates to CCR indexes.

6.409 Added team and group keys to CCR table.

6.401 Added original and destination conversation keys to CCR table.

6.399 Created default population of LoginState table columns.

6.393 Changed CCR trigger and constraint.

6.385 Created the RecordingApiCommand table.

6.376 RecordingEventType id is now auto-increment.

6.364 Added server property to store active directory administration

user group.

6.361 Added calling and called party number information to CDR.

6.353 Merged voice and screen IP address RecordingStateAudit

information into a single column.

6.337 Created table for AXCL UCCM Schema mapping.

6.335 Added tables for Gateway Recording Reconciliation.

6.327 Modified EvalComment for editable comments

6.324 Added tables for the ACD filter.

6.285 Added indexes on Ccr and Metadata.

6.254 Modified upload states and reason codes in Ccr.

6.244 Modified Audio/Screen tables for inserting recordings at the start

of the call rather than at the end of a call.

228
 Database Schema

Schema Version Description

6.230 Added tables for Workflow processing.

6.209 Added tables for Recording Clusters.

6.199 Added tables for Scheduled Reports.

Database Change Log for Schema 5

Schema Version Description

5.580 Added/modified indexes for performance.

5.576 Added LoginState and RealTimeRecordingMonitorState tables

for use with Real Time Recording Monitoring application.

5.550 Added configuration for MediaSense.

5.546 Renamed Search table to Filter and added column so it can be

shared with multiple applications.

5.528 Added Site table and foreign keys to allow multiple sites.

5.513 Added Ccr.calibrationFormFK as a reference to the calibration

form which could be different from a form that is used for a coun-
ted score.

5.507 Removed License table and references.

5.504 Added a DashWidgetSetting.isLockable column to determine

whether or not a column can be locked down by an admin-
istrator.

5.500 Added hidden Administrator role and adds new person with
administrator role.

5.492 Added the following items for calibration:

l Added the Ccr.isCalibration flag and removed constraints
to allow multiple evaluations per contact.

l Added the isCountedScore, evalStateFK and

evaluatorFK to Eval table.

Backward Compatibility Warning: If JOINing on Eval from Ccr,

users should add Eval.isCountedScore=1 to filter out calibration
scores if those evaluations are not to be counted.

229
Database Schema

Schema Version Description

5.483 Added role-based defaults to dashboard. New association table:

DashRoleView and added isAdminCreated column to DashView.

5.480 Added Ccr.ccrTypeFk to specify whether the contact is a call or

non-call contact.

5.476 For non-call contacts, allow call-based columns in Ccr to be nul-

lable. Columns are: ani, dnis, line, icmCallId, callDuration, and
associatedCallId.

5.466 Added order for displaying apps in Unified Workforce Optim-

ization.

5.460 Changed Ccr.associatedCallId size and type to VARCHAR(52).

5.459 Add signalingMethod column to the TelephonyGroup. Flag for

whether it is CTI or MediaSense based recording.

5.458 Renamed VoipMonitorRecordingType table to RecordingType

and added Ccr.recordingTypeFK to refer to how this contact was
recorded.

5.453 Changed size and type of Ccr.icmCallid column to VARCHAR

(128).

5.448 Added loggedInPersonFK column. this column shows who is cur-

rently logged in to the device. It is used for Hot Desking and
Extension Mobility purposes. For explicitly assigned agents, use
'personFK'.

5.170 Added Server, ServerType, and ServerProperties table to store

Server configuration.

5.173 Added VoiPMonitorDevice and Gateway tables to store SPAN

recording configuration.

5.175 Added qualityWorkflowFK and archiveWorkflowFK to Team

table to refer to Workflow configurations.

5.177 Added LicenseLibrary table to hold license information. The data

in this table is encrypted (we do not publish the encryption key).

5.181 Added workflowXML and name columns to Workflow table to

store workflow information that was previously stored only in
LDAP.

230
 Database Schema

Schema Version Description

5.215 Moved Voice/Screen server information form Host table to new

Server tables (see 5.170), changed hostFK to serverFK ref-
erences in Audio/Screen tables, and dropped the Host table.

5.226 Changed Ccr.agentFK to Ccr.personFK and updated indexes/-

constraints. This was done for performance and usability pur-
poses—a person could have multiple Agent records (f their agent
role was modified) but only one Person record.

5.234 Moved displayId from Agent to Person table. Added

isArchiveUser to Person.

5.235 Dropped EvalComment.rol column (comments are made by a

person, not a role).

5.242 Added isConfigured column to Person. Changed user-

name/domainName to be nullable — Previously, only Persons
configured for QM were stored in the Person table (unconfigured
people were in LDAP).

5.253 Added isManager, isSupervisor to Person table (for per-

formance purposes). Changed size of names, displayId and
skillTargetId in Person.

5.268 Modified EvalForm and EvalFormQuestion tables for question

weighting features.

5.276 Added Role, Alert, and Eval Alerts table for alert feature.

5.281 Modified VoiPMonitorDevice table to add server references.

5.283 Added acdFirstName and acdLastName to Person table for

names coming from the ACD instead of AD.

5.291 Modified VoiPMonitorDevice table for changes to server ref-

erences.

5.294 Added Workflow.canChangeForm column for ability for allowing

evaluators to change form feature.

5.295 Changed data type for Eval.scorePerscent form int to float.

5.298 Added Alert table to store user alerts.

5.300 Added RtpFilter table to store port and IP information that could
be filtered from recording (this is used to filter out CAD record-
ing/monitoring traffic.

231
Database Schema

Schema Version Description

5.318 Added ReportType, Report, ReportParameter, ReportRe-

quiredParam, ReportRole, ReportRoleScope, ReportColumn,
ReportUserConfig, ReportConfiguration tables. These tables
were moved from the SQMREPORTDB catalog that was
dropped in 8.0. Some tables are new to support the new report
features.

5.324 Removed Person.isLicensed column. This information was

redundant to the licensing API used by QM. This was dropped to
avoid confusion.

5.329 Added "file is cleaned" upload state and changed existing Ccr
data for files that have been cleaned. This was done for per-
formance reasons.

5.335 Added fileSize to Audio/Screen table to track the size of the

recording files.

5.341 Removed unnecessary Locale table—only support one locale at

this time.

5.342 Changed Person.skillTargetId column to be case sensitive.

5.369 Added RecordingEventType and RecordingEvent tables to track

call events (talk over and silence).

5.372 Added UI_Component, UI_FieldType, and UI_Field tables to

allow configurable column in the UI.

5.386 Added License, UI_FeatureGroup, UI_Feature, and UI_

FeaturePermissions tables to track what roles can see what wid-
gets (for example, Apps menu).

5.390 Increased size of DbProperties.setting column to be 1024 char-

acters.

5.391 Removed EvalForm.displayFlags column. This is replaced by

the configurable columns feature added previously (UI_Field,
etc).

5.392 Added UI_FeatureGroup, UI_Feature, and UI_FeaturePer-

missions tables to handle application menu permissions.

5.396 Removed displayFlags column for EvalForm that stored column

permissions per evaluation form—changed to permissions per
user.

232
 Database Schema

Schema Version Description

5.397 Added isHotdeskDefaultUser column in Person. Indicates

whether or not this is the default user for hot desk recording.

5.398 Modified application menu tables—UI_Feature.

5.404 Added tables for Dashboard Widgets and Views.

5.410 Added the following configurable column tables: Field, FieldCat-

egory, and PersonField.

5.438 Added Search table for saved searches.

5.441 Added the audio offset for comment called EvalCom-

ment.audioRecordingOffset.

5.444 Removed the section comments column called EvalCom-

ment.evalFormSectionFK.

233