Avaya Call Management System ODBC and JDBC

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1 Avaya Call Management System ODBC and JDBC May 2009

2 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. 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3 Contents Preface Purpose Intended users Conventions and terminology Reasons for reissue Documentation Web sites Support About ODBC and JDBC ODBC background and functionality Data access through ODBC Data access diagram Structured query language CMS support of ODBC and JDBC Uses for ODBC data Requesting data using ODBC About the ODBC and JDBC software ODBC and JDBC features Languages Supported logins Performance impact Table permissions, security and port allocation Converting from Openlink ODBC to IBM ODBC or JDBC System requirements Testing ODBC applications before an upgrade Enabling ODBC and JDBC on the CMS server Obtaining the client software Installing ODBC on a Windows client Requirements Installing ODBC on a Windows client Configuring an ODBC data source Accessing the ODBC Data Source Administrator window Removing a data source Configuring ODBC tracing options Viewing installed ODBC data source drivers Avaya CMS ODBC and JDBC May

4 Contents Installing JDBC on a Windows client Requirements Installing JDBC on a Windows client Providing secure access to the CMS database Preparing to set the secure database access Adding members to the dbaccess UNIX group Setting the secure access permissions in the CMS database Removing ODBC access permissions for a specific user ID Returning the CMS database to public permissions Database tables Things to consider when using ODBC CMS database logic structure Agent tables VDN tables Circular structure tables CMS database table names Description of the CMS database tables About the Database item column Index database items Call-based data and interval-based data About the Data s column About the Column and Length columns Informix data column s table CMS database table items Agent database items Agent Login/Logout database items Agent Trace database items Call Record database items Call Work Codes database items Exceptions historical database items Agent Exceptions database items Split/Skill Exceptions database items Trunk Group Exceptions database items VDN Exceptions database items Vector Exceptions database items Malicious Call Trace Exceptions database items Data Collection Exceptions database items Disk Full Exceptions database items Avaya CMS ODBC and JDBC May 2009

5 Contents Split/Skill database items Trunk Group database items Trunk database items Vector database items VDN database items Forecasting database tables Current Day Configuration database items Current Day Report database items Administrative database tables Data Collection Period database items Archiver Execution Status database items Customer Log database items Agent Group database items Synonyms database items ACD Shifts database items Database Items Generating a CMS database schema Generating the schema for the entire CMS database About the dbschema command Troubleshooting Network support Server log file Client trace Glossary Index Avaya CMS ODBC and JDBC May

6 Contents 6 Avaya CMS ODBC and JDBC May 2009

7 Preface Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring. Open Database Connectivity (ODBC) and Java Database Connectivity (JDBC) are optional features that allows you to access data in the CMS database for use in other software applications, such as spreadsheet programs or Java programs. With ODBC and JDBC, you can access the CMS data directly from your application without the need to understand database connectivity or format. This section includes the following topics: Purpose on page 7 Intended users on page 7 Conventions and terminology on page 8 Reasons for reissue on page 8 Documentation Web sites on page 9 Support on page 9 Purpose The purpose of this document is to describe how to use ODBC and JDBC with Avaya CMS. This document will help users decide which database items to use in custom reports, spreadsheets, and other user applications that require external data access. Intended users This document is written for: Avaya support personnel Contact center administrators Avaya CMS ODBC and JDBC May

8 Preface Users of this document must be familiar with Avaya CMS, have a basic understanding of SQL, and have a basic understanding of database logic and purpose. Conventions and terminology If you see any of the following safety labels in this document, take careful note of the information presented. CAUTION:! CAUTION: Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service. WARNING: DANGER: SECURITY ALERT:! WARNING: Warning statements call attention to situations that can result in harm to hardware or equipment.! DANGER: Danger statements call attention to situations that can result in harm to personnel.! SECURITY ALERT: Security alert statements call attention to situations that can increase the potential for unauthorized use of a telecommunications system. Reasons for reissue This document includes the following update: Support for the new Sun SPARC Enterprise T5120 hardware platform, which replaces the Sun Netra 210 for new installations. Information about increased security for ODBC/JDBC access to the database. Add the missing STARTTIME database item in various tables. 8 Avaya CMS ODBC and JDBC May 2009

9 Documentation Web sites Documentation Web sites All CMS documentation can be found at New issues of CMS documentation will be placed on this Web site when available. Use the following Web sites to view related support documentation: Information about Avaya products and service Sun hardware documentation IBM Informix documentation Support Contacting Avaya technical support Avaya provides support telephone numbers for you to report problems or ask questions about your product. For United States support: For international support: See the Support Directory listings on the Avaya Web site. Escalating a technical support issue Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site. Avaya CMS ODBC and JDBC May

10 Preface 10 Avaya CMS ODBC and JDBC May 2009

11 About ODBC and JDBC This section presents an overview of how Open Database Connectivity (ODBC) and Java Database Connectivity (JDBC) works and how it interacts with the Avaya Call Management System (CMS). This section contains the following topics: ODBC background and functionality on page 11 About the ODBC and JDBC software on page 15 ODBC and JDBC features on page 15 ODBC background and functionality The ODBC feature is a client/server feature. To access the server the clients must be connected to a network that is fully functional and able to access the server. The clients are the computers that are accessing data through ODBC. The server is the CMS machine where the CMS database is located. The ODBC feature is especially useful for call centers with multiple sites. ODBC allows access to data at multiple sites. You can use this data to produce reports. ODBC uses Structured Query Language (SQL) to access data. ODBC is an Application Programming Interface (API) that allows you to access one or many Database Management Systems (DBMSs). You can use queries to access data in the database for use in reports and other outside applications. This section contains the following topics: Data access through ODBC on page 12 Structured query language on page 13 CMS support of ODBC and JDBC on page 13 Uses for ODBC data on page 14 Requesting data using ODBC on page 14 Avaya CMS ODBC and JDBC May

12 About ODBC and JDBC Data access through ODBC ODBC was developed as a way to access different s of data. A single call center may be working with different applications that must access call center data. For example, a call center could be using Microsoft Access. ODBC provides a standard method of database access without users having to be concerned with the underlying functionality of network software, naming conventions, and other complexities involved in accessing data through a DBMS. The data must be queried through the embedded SQL query function in the application that you are using. Refer to your specific application documentation for further information on the embedded SQL function for that particular application. Data access diagram The following figure illustrates user data access through ODBC. User 1: Microsoft Access User 2: Microsoft Excel User 3: Other application ODBC API ODBC API ODBC API CMS database (Historical data access only) Important:! Important: Avaya will support only ODBC connectivity. Avaya will not support third-party client applications such as Microsoft Access or Windows. 12 Avaya CMS ODBC and JDBC May 2009

13 ODBC background and functionality Structured query language ODBC uses Structured Query Language (SQL) to query and access data. Because SQL is a language, queries written in SQL can be used to access data with different formats. SQL is the basis for relational database access. A relational database model is a table that stores data in rows and columns. Relationships between tables are established through data items that match data item values in another table. SQL queries access the data stored in the relational database tables and extracts it for use in other applications. You compose an SQL query in the Windows application for which you need the data. You can also use SQL to construct data calculations. You can use data calculations to see a sum of the data. For example, you can view the total number of calls routed to a particular split or skill. CMS support of ODBC and JDBC The IBM Informix database management system (DBMS) used by CMS supports IBM Informix ODBC and JDBC clients. CMS is now delivered with this ODBC and JDBC network connectivity enabled. ODBC and JDBC clients allow for direct access to the IBM Informix database that CMS uses and all of the CMS call center data. ODBC is a specification for a database Application Programming Interface (API). Microsoft ODBC, Version 3.0, is based on the Call Level Interface specifications from X/Open and the International Standards Organization/International Electromechanical Commission (ISO/IEC). ODBC supports SQL statements with a library of C functions. An application calls these functions to implement ODBC functionality. ODBC applications enable you to perform the following operations: Connect to and disconnect from data sources. Retrieve information about data sources. Retrieve information about IBM Informix ODBC Driver. Set and retrieve IBM Informix ODBC Driver options. Prepare and send SQL statements. Retrieve SQL results and process the results dynamically. Retrieve information about SQL results and process the information dynamically. ODBC lets you allocate storage for results before or after the results are available. This feature lets you determine the results and the action to take without the limitations that predefined data structures impose. ODBC does not require a preprocessor to compile an application program. Avaya CMS ODBC and JDBC May

14 About ODBC and JDBC The Java Database Connectivity (JDBC) API is the industry standard for database-independent connectivity between the Java programming language and a wide range of databases, SQL databases and other tabular data sources, such as spreadsheets or flat files. The JDBC API provides a call-level API for SQL-based database access. JDBC technology allows you to use the Java programming language to exploit "Write Once, Run Anywhere" capabilities for applications that require access to enterprise data. With a JDBC technology-enabled driver, you can connect all corporate data even in a heterogeneous environment.! Important: Important: If you choose to develop an application using ODBC or JDBC, Avaya cannot provide support for that application or for any other third-party software or related mapping. For more information about the IBM Informix ODBC and JDBC software, see About the ODBC and JDBC software on page 15. Note: Note: Avaya tests ODBC and JDBC only in English. ODBC and JDBC will support double-byte languages, but if you use a language other than English, Avaya cannot provide ODBC or JDBC support. Additional information about the IBM Informix ODBC and JDBC can be located on the IBM Informix IDS CD-ROM or the IBM website at: Uses for ODBC data Data extracted and stored by an ODBC application can be used by ODBC-enabled programs, such as workforce management packages, network routers, and blended inbound outbound applications. You can use an ODBC data application to generate reports using data from multiple call center sites and their databases. Requesting data using ODBC All queries in ODBC must be composed so that they ensure continued CMS performance. The query is invoked differently in each Windows application. For more information on how to compose efficient database queries, see Performance impact on page 16 and the chapter on editing queries in the appropriate Avaya CMS Supervisor report designer user guide. For more information on how your application interfaces with ODBC, refer to the user documentation for your application. 14 Avaya CMS ODBC and JDBC May 2009

15 About the ODBC and JDBC software About the ODBC and JDBC software IBM Informix ODBC and JDBC have two main components: An ODBC and a JDBC client Enabled network connectivity in the IBM Informix IDS database server. After ODBC and JDBC are installed and administered, the ODBC and JDBC software and its components are transparent to the client applications. The CMS ODBC and JDBC features allows multiple, synchronous access from clients, users, and applications. ODBC uses Microsoft data source names (DSN) as the link between the ODBC client and the IBM Informix IDS database. JDBC must be configured in the JDBC client software. Additional information covering these features in greater detail and also information about other operating systems can be located on the IBM website at: Note: Note: The Windows files on the Informix IDS software disc are found under <drive>:\ ICONNECT\WINDOWS\DOC and the JDBC files are found under <drive>:\ JDBC\2_21,where <drive> represents the disc drive designation on your PC (for example,d: could be a CD-ROM or DVD-ROM drive). ODBC and JDBC features The IBM Informix database server provides the ODBC and JDBC communication and connectivity that allows external data access to the CMS database. There are ODBC and JDBC clients available for Windows and other operating systems. This document will only cover the Windows clients. All historical CMS database tables, dictionary tables, and customer-provided tables can be accessed by ODBC or JDBC clients through standard ODBC or JDBC enabled software applications. All standard Structured Query Language (SQL) queries generated by the user applications are supported by the ODBC and JDBC, as limited by permissions. Table-level read-only permissions restrict access to certain database tables. Additional information covering these features in greater detail and also information about other operating systems can be located on the IBM website at: This section contains the following topics: Languages on page 16 Supported logins on page 16 Performance impact on page 16 Avaya CMS ODBC and JDBC May

16 About ODBC and JDBC Table permissions, security and port allocation on page 17 Languages Avaya tests ODBC and JDBC only in English for use with CMS. IBM Informix ODBC and JDBC will support other double-byte languages, but if you use a language other than English, Avaya does not provide ODBC or JDBC support for that language. Supported logins The Sun Enterprise T5120 and Netra 210 platforms come with five licenses. The Sun Enterprise T5220 and Sun Fire V890 platforms come with ten licenses. Performance impact The number, size, and s of queries received by the CMS may impact performance. The recommendations for composing queries in the CMS custom report editor also apply to ODBC queries. Some of the activities that may impact CMS performance are: Tables : Use the exact table and database item names when querying the database. You can maximize the performance of the system by running queries that access large tables or that perform table joins during a period of low agent activity and low real-time report activity. Accessing large tables, such as the split/skill or agent tables, or joining tables in queries may have a negative impact on CMS performance. Calculations : Review calculations before sending them to the database. This ensures that the correct operation is performed. Arithmetic operations are performed with the rules of operator precedence, in order from left to right. Queries: Prioritize resource intensive queries the same way you prioritize reports during high business activity. Running complex or multiple queries on the database impact system performance similar to running multiple reports. Number of simultaneous database accesses: Minimize the number of database connects and disconnects from an application, and spread your ODBC activities throughout the day. Synonyms: Download the synonyms to your client application or database and then perform the join at the client. CMS maintenance: Be aware that during off-peak hours, CMS runs it s own activities, such as archiving and making backups. This can use a significant amount of resources and time when working with a large database. 16 Avaya CMS ODBC and JDBC May 2009

17 ODBC and JDBC features Table permissions, security and port allocation ODBC users log into the CMS server with password protection. Users have SQL access to Informix tables, as limited by the table permissions. The database tables that are accessible in a particular version of CMS are described in detail in Database tables on page 37. All historical and dictionary database tables have read-only access permission. The customer-created tables (any table name that begins with "c_") on the host have read and write permissions. No other tables are accessible through ODBC.The ports will be defined on the CMS server in the /opt/informix/etc/sqlhosts file. See Enabling ODBC and JDBC on the CMS server on page 20 for more details. If you want to limit the CMS logins which have ODBC access, that procedure is described in detail in Providing secure access to the CMS database on page 31. Important:! Important: If your network uses a firewall, it is common for unused ports to be locked. ODBC uses network ports and If these ports are locked, you will not be able to connect to the CMS database with ODBC. Avaya CMS ODBC and JDBC May

18 About ODBC and JDBC 18 Avaya CMS ODBC and JDBC May 2009

19 Converting from Openlink ODBC to IBM ODBC or JDBC Beginning with CMS R15, Openlink ODBC will no longer be supported. IBM Informix ODBC and JDBC are standard with the R15 release. This section describes configuration and migration procedures for existing customers to move from Openlink ODBC to IBM Informix ODBC or JDBC. This section contains the following topics: System requirements on page 19 Testing ODBC applications before an upgrade on page 20 Enabling ODBC and JDBC on the CMS server on page 20 Obtaining the client software on page 21 System requirements The following system requirements must be met before you can use the IBM Informix ODBC and JDBC with CMS: You must use the appropriate ODBC or JDBC software for the client to ensure connectivity. Beginning with R15 CMS the IBM Informix ODBC and JDBC support is enabled by default. CMS loads prior to R15 can have this enabled manually. The network communication software must be correctly installed and configured, and the network must be fully functional so that the server can communicate with the clients. Avaya CMS ODBC and JDBC May

20 Converting from Openlink ODBC to IBM ODBC or JDBC Testing ODBC applications before an upgrade IBM Informix ODBC and JDBC can be made accessible on CMS R12 through R14 by manually editing files on the server as described in Enabling ODBC and JDBC on the CMS server on page 20. IBM Informix ODBC and JDBC can run in parallel (or co-resident) with the existing Openlink ODBC. If you have CMS R12 through R14 with Openlink ODBC installed, you do not have to uninstall it. You can continue to use Openlink ODBC while testing the new IBM Informix ODBC or JDBC interface with your applications. Enabling ODBC and JDBC on the CMS server CMS R15 is shipped with IBM Informix ODBC and JDBC interfaces available by default. This section applies only to CMS server versions R12, R13, R13.1, R14 and R14.1 where the customer would like to enable access to the IBM Informix ODBC and JDBC interfaces. In order to enable the IBM Informix ODBC and JDBC access to the CMS server, there are two files that must be edited and then the CMS application and the IDS database must be stopped and started. All of this work must be performed while logged in as root and at a UNIX command prompt. This information assumes the user performing this work is familiar with the UNIX editor vi, UNIX cp command to copy and how to stop and start CMS. If you are not familiar with these, please consult with an experienced UNIX system administrator or you can request that the Avaya CMS maintenance group perform this work. Note: Note: For CMS R15 systems that were installed properly, ODBC and JDBC have already been enabled. Use this procedure to confirm that ODBC and JDBC were installed and make changes only if the hostnames were not set up properly. 1. Obtain the hostname of the CMS server by running the following command: hostname This will respond with the hostname of the system, for example: cardinal 2. Save a copy of the /opt/informix/etc/onconfig.cms and the /opt/informix/etc/sqlhosts files. This will allow you to revert to the original files if necessary. For example, you could use the following commands to make copies of these files: cd /opt/informix/etc cp onconfig.cms onconfig.cms.bak cp sqlhosts sqlhosts.bak 20 Avaya CMS ODBC and JDBC May 2009

21 Obtaining the client software 3. On the CMS server, add the following two lines to the /opt/informix/etc/sqlhosts file. Note that in both cases, you must substitute the actual hostname of the CMS server. If these lines already exist, do not add them again. cms_net ontlitcp <hostname> cms_<hostname> ontlitcp <hostname> The and the values are the network port and if you prefer, you can administer them in the /etc/services and then add the name here instead. 4. Modify the /opt/informix/etc/onconfig.cms file and add the cms_net and cms_<hostname> entries to the DBSERVERALIASES line separated with commas. Remember to substitute the output found in step 1 from your system for the example <hostname> used here. DBSERVERALIASES oacms_ol,cms_net,cms_<hostname># List of alternate dbservernames 5. After you have modified the files, make backup copies of the files using the current date. For example, use the following commands to make backup copies for the date January 25, 2009: cd /opt/informix/etc cp onconfig.cms onconfig.cms cp sqlhosts sqlhosts Stop and start CMS and IDS. See Avaya CMS Software Installation, Maintenance, and Troubleshooting or Avaya CMS Administration for these commands. Obtaining the client software The IBM Informix IDS software disc is shipped with orders for CMS R12 and later. The disc contains the IBM Informix ODBC and JDBC client software. If you do not have the IBM Informix IDS software disc, the client software can be obtained from the IBM Web site free of charge at: You must be a registered IBM user with a valid login and password. If you do not have a valid login, you can easily register at no cost. The site indicates that the software is a trial version. When the customer upgrades to R15, the official version of the client software is provided on the CMS software discs. The location on the IBM Web site to download the newest Windows Server 2003, Windows Vista Family (32-bit only), or Windows XP compatible ODBC is: preconfig.jsp?id= %3a22%3a r&s_tact=104cbw71&s_cmp = Avaya CMS ODBC and JDBC May

22 Converting from Openlink ODBC to IBM ODBC or JDBC The location on the IBM Web site to download the newest multiplatform JDBC Driver is: preconfig.jsp?id= %3a27%3a r&s_tact=104cbw71&s_cmp = Once you open the zip file, the file to extract and install for ODBC is named IBM Informix Client-SDK.msi. 22 Avaya CMS ODBC and JDBC May 2009

23 Installing ODBC on a Windows client The IBM Informix ODBC software can be installed on your desktop computer or on your network for each client to access. This section contains the following topics: Requirements on page 23 Installing ODBC on a Windows client on page 24 Configuring an ODBC data source on page 24 Accessing the ODBC Data Source Administrator window on page 26 Removing a data source on page 27 Configuring ODBC tracing options on page 27 Viewing installed ODBC data source drivers on page 28 Requirements Before installing the IBM Informix ODBC driver software on your computer, verify that: The client network software is installed. Your computer is communicating with the CMS server over the network. Use your desktop TCP/IP products Packet Internet Groper (PING) utility (for example, ping hostname) to ensure that Communication between your computer and the CMS server is functional. Do not proceed if basic communications between your computer and the server cannot be established. The desktop computer is running Windows 2000 or Windows XP. Windows Vista is not supported for the ODBC and JDBC features. You must have the IBM Informix IDS CD that came with CMS or you can download the software from the IBM website. Avaya CMS ODBC and JDBC May

24 Installing ODBC on a Windows client Installing ODBC on a Windows client To install IBM Informix ODBC software on a client PC that is running Windows 2000 or Windows XP: Note: Note: Note: The Windows XP interface is completely customizable. You may notice some differences based on your system configuration. 1. Insert the CD_ROM, Informix IDS 9.40 UC4 into the CD-ROM drive. 2. Open Windows Explorer, and then select the CD-ROM drive with the ODBC CD-ROM disc. 3. Select the ICONNECT folder. 4. Select the WINDOWS folder. 5. Double click the application SETUP.EXE. 6. The first screen is the Welcome screen, enter Next. 7. Enter the appropriate response for the licensing question, enter Next. 8. Enter the User Name and Organization, enter Next. 9. Keep the default option for Complete Installation, enter Next. 10. Click on Install. 11. Once complete, you will get a final screen and you can select Finish. Note: Avaya recommends that you accept the default installation configuration. There are other options for installation including an MSI option. However, this document does not cover those options. For further information about these options, please review the IBM documentation on the CD. In particular, view the client_install.pdf file under [CDROMDRIVE]:\ICONNECT\WINDOWS\Doc. 12. Go to Configuring an ODBC data source on page 24. Configuring an ODBC data source You must configure the database to access to a specific server. Note: Note: The Windows XP interface is completely customizable. You may notice some differences based on your system configuration. 24 Avaya CMS ODBC and JDBC May 2009

25 Configuring an ODBC data source To configure your ODBC driver software to access CMS data: 1. Select Start > Control Panel > Administrative Tools > Data Sources (ODBC).The system displays the ODBC Data Source Administrator window. 2. Select one of the following tabs: System DSN (Applies to this machine only): Choose the System Data Source option if you want the data source to be available to all. User DSN (Applies to this machine only): Choose the User Data Source option if you want the data source to be available to the current user. This setting is useful if you must provide access for a specific user. Avaya does not recommend that you administer data sources on a per-user login ID basis. File DSN: Choose the System Data Source option if you want the data source to be stored in a file rather than the registry. This file will have a DSN extension. Some applications like Avaya Contact Center Express (CCE) make use of File DSNs. 3. Select Add. 4. The Create New Data Source window displays a list of data source drivers. 5. Select IBM INFORMIX ODBC DRIVER. 6. Do one of the following: If you selected the File DSN tab, select Next, enter the file name, select Next and then select Finish. The system displays the IBM Informix ODBC Driver Setup. If you selected the User DSN or System DSN tab, select Finish and do the following steps: a. Enter a representative name in the Data Source Name field for the server or database to which you are connecting to. An example entry for this field is cms_net or cms_hostname where the actual hostname of the cms would replace the word hostname. For example, if the CMS hostname is cardinal, you could enter cms_cardinal for the Data Source Name. b. Enter description of the data source to which you are connecting in the Description field. An example entry for this field is CMS ODBC. Avaya CMS ODBC and JDBC May

26 Installing ODBC on a Windows client c. Select the Connection tab. Enter the Server Name for the CMS server. The two default options are cms_net or cms_[hostname] where the hostname is the actual hostname of the CMS server. For example if your CMS server has a hostname of cardinal, then you could enter cms_cardinal. If you do not know the hostname, you can use cms_net. However, note that you will not be able to connect to multiple CMS systems at the same time using cms_net since the Server Name field requires a unique value across all DSNs. If you try to create another DSN using cms_net and provide a different Host Name, it will change all DSNs with the same Server Name to use the new Host Name. d. Enter the Host Name or IP address. e. Enter the port of your database host machine in the Service field. If you are using cms_net enter port and if you are using cms_[hostname] enter port f. Select from the dropdown menu the option "olsoctcp". g. Leave the Options field blank. h. Enter cms for the Database Name. i. Enter the User ID that has permission to login to the CMS server. j. Enter the Password for the User ID that has permission to login to the CMS server. 7. Select Apply & Test Connection. If everything is configured correctly, you will see the message "Test connection was successful". 8. Select OK, then OK again until all the ODBC Windows close. ODBC driver software is installed on your computer. Note: Note: Once the driver is configured, the IBM Informix ODBC driver is accessible to ODBC-enabled applications on your computer. Any queries that you send to the CMS database from client Windows applications, such as Microsoft Access, will use the ODBC feature to access data and copy it to your applications. You need to format the data within your application. The data returned from your SQL queries is formatted in the manner described in Database tables on page 37. Accessing the ODBC Data Source Administrator window The ODBC Driver Administration utility resides within your desktop environment s control panel. This utility is an optional method for adding and removing ODBC drivers. To access the ODBC Data Source Administrator window on a Windows XP or Windows 2000 system: 1. In the Windows task bar, select Start > Settings > Control Panel. 26 Avaya CMS ODBC and JDBC May 2009

27 Removing a data source Note: Note: The Windows XP interface is completely customizable. You may notice some differences based on your system configuration. 2. Select Administrative Tools. 3. Double click Data Sources (ODBC). The system displays the ODBC Data Source Administrator window. Removing a data source To remove any data source, perform the following: 1. Select the System DSN tab in the ODBC Data Source Administrator window. For information on how to access the ODBC Data Source Administrator window, go to Accessing the ODBC Data Source Administrator window on page Select the appropriate ODBC data source. 3. Select the Remove button in the ODBC Data Source window and follow the prompts. Configuring ODBC tracing options You may specify how the ODBC driver traces ODBC function calls. If tracing is activated, the system generates a file that contains the actual ODBC function calls. To set the ODBC tracing options: 1. In the ODBC Data Source Administrator window, select the Tracing tab. For information on how to access the ODBC Data Source Administrator window, go to Accessing the ODBC Data Source Administrator window on page Choose one of the following options: Trace ODBC calls or observe ODBC activity by selecting the Start Tracing Now button. Stop tracing ODBC function calls automatically by selecting the Stop Tracing Now button. This will terminate the ODBC tracing upon completion of the ODBC session. Select or change the file to which the IBM Informix driver writes tracing information, by performing one of the following steps: - Enter a file name and path in the Log file Path field. Avaya CMS ODBC and JDBC May

28 Installing ODBC on a Windows client - Use the Browse... button to select the appropriate file from the Select ODBC Log File window. Note: Note: The default log file is \SQL.LOG. CAUTION:! CAUTION: Do not change the default entry in the Custom Trace DLL field. Viewing installed ODBC data source drivers Use the Drivers window to verify installation of the IBM Informix data source driver. To view a list of installed ODBC drivers: 1. In the ODBC Data Source Administrator window, select the Drivers tab. For information on how to access the ODBC Data Source Administrator window, go to Accessing the ODBC Data Source Administrator window on page View detailed information about an installed driver by selecting the driver from the list, and then selecting the About tab. Note: Note: If the appropriate IBM Informix data source driver is not displayed in the Drivers window, return to Installing ODBC on a Windows client on page 24 and reinstall the driver. 28 Avaya CMS ODBC and JDBC May 2009

29 Installing JDBC on a Windows client This section contains the following topics: Requirements on page 29 Installing JDBC on a Windows client on page 29 Requirements Before installing the IBM Informix JDBC driver software on your computer, verify that: The client network software is installed. Your computer is communicating with the CMS server over the network. Use your desktop TCP/IP products Packet Internet Groper (PING) utility (for example, ping hostname) to ensure that Communication between your computer and the CMS server is functional. Do not proceed if basic communications between your computer and the server cannot be established. The desktop computer is running Windows 2000 or Windows XP. Windows Vista is not supported for the ODBC and JDBC features. You must have the IBM Informix IDS CD that came with CMS or you can download the software from the IBM website. Installing JDBC on a Windows client To install IBM Informix JDBC software on a client PC that is running Windows 2000 or Windows XP: Note: Note: The Windows XP interface is completely customizable. You may notice some differences based on your system configuration. 1. Insert the CD-ROM, Informix IDS 9.40 UC4 into the CD-ROM drive. 2. Open Windows Explorer, and then select the CD-ROM drive with the ODBC CD-ROM disc. 3. Select the JDBC folder. Avaya CMS ODBC and JDBC May

30 Installing JDBC on a Windows client 4. Select the 2_21 folder. 5. Double click the executable setup.jar. 6. Click Next. 7. Enter the appropriate response to the licensing question, then select Next. 8. Select the location to install the JDBC software, then select Next. 9. The screen will then show where the IBM Informix JDBC Driver will be installed and the size. Select Next. You will see the progress during the install. 10. Once complete you will be presented with the status. Select Finish. For programmer and usage related information about this IBM Informix JDBC driver, please reference the IBM website at: 30 Avaya CMS ODBC and JDBC May 2009

31 Providing secure access to the CMS database The CMS database has "open access" permissions as a standard feature. That is, any CMS login connecting to the CMS server using ODBC/JDBC has permissions to view CMS data tables. The tables that are accessible are described in detail in Database tables on page 37. Note: Note: CMS does not allow you to control which tables the CMS login has access to, or which ACD data the CMS login can view. To limit the users that can access the CMS database using ODBC/JDBC follow the steps listed in this section. The users for whom you set permissions must adhere to the following requirements: All CMS login IDs to which you choose to provide CMS database access must be members of the dbaccess UNIX group. You must execute the dbaccess option under the cmsadm menu, which makes the proper Informix permission changes to the CMS database. Your secure access permissions are preserved for you in the cmsadm backup and in the CMS Maintenance backup. The permissions are migrated during a CMS upgrade and can be restored in the event of a loss of your CMS server data. This section includes the following topics: Preparing to set the secure database access on page 31 Adding members to the dbaccess UNIX group on page 32 Setting the secure access permissions in the CMS database on page 33 Removing ODBC access permissions for a specific user ID on page 34 Returning the CMS database to public permissions on page 35 Preparing to set the secure database access 1. List all CMS logins for which you wish to provide ODBC/JDBC access. To determine the list of all CMS logins, perform a List all under the User Permissions menu item in the CMS menu. Avaya CMS ODBC and JDBC May

32 Providing secure access to the CMS database 2. Make a note of which CMS logins need to be placed in the dbaccess UNIX group. To determine which logins are already in the dbaccess group, enter: cat /etc/group grep dbaccess If CMS logins are not in the group, your result looks like this: dbaccess::201: If CMS logins odbcusr1 and odbcusr2 are in the group, your result looks like this: dbaccess::201:odbcusr1,odbcusr2 Adding members to the dbaccess UNIX group 1. Each CMS login which receives ODBC/JDBC access must be a member of the UNIX dbaccess group. Note: CAUTION: Note: The root, cms, and cmssvc users will have full default permissions to ODBC/ JDBC. 2. To put CMS logins into the dbaccess group, enter: usermod -G dbaccess cmslogin where cmslogin is the user id of the specific CMS login to be placed in the group. You must execute the usermod command once for each CMS login to which you want to provide CMS database access.! CAUTION: Enter a capital G while typing the command. Entering a lower case g will change the users default group, which can cause access issues to CMS. An example: usermod -G dbaccess odbcusr1 usermod -G dbaccess odbcusr2 32 Avaya CMS ODBC and JDBC May 2009

33 Setting the secure access permissions in the CMS database Setting the secure access permissions in the CMS database 1. Enter: cmsadm The system displays the Avaya Call Management System Administration menu. Note: Note: Different options may be displayed in the Avaya Call Management System Administration menu depending on the current version of Avaya CMS on your system. 2. Enter the number associated with the dbaccess option. The system displays the following message: Begin CMS DB Access Permissions changes grant resource to "public"; Your CMS database currently has public access permissions to all resources. Do you wish to revoke this access and only grant access to specific CMS users? [y,n,?] 3. Press "y", or Enter. The system displays: Please wait while CMS Informix Database permissions are changed. revoke resource from public; revoke connect from public; grant connect to cms; grant connect to cmssvc; Revoke resource from public on CMS database. Please wait while connect permissions are granted for requested users grant connect to <cmslogin>; grant connect to <cmslogin>; Changes to CMS DB Access Permissions finished. 4. You see one "grant connect to <cmslogin>" per CMS login ID which is in the dbaccess UNIX group. Note: Note: You always see one "grant connect" message per CMS login ID, including login IDs which are already in the dbaccess group and had connect permissions prior to this. 5. After the changes are complete, you may use the CMS login ID to run ODBC/JDBC clients and access the CMS database. Avaya CMS ODBC and JDBC May

34 Providing secure access to the CMS database 6. To preserve your changes, run a cmsadm backup followed by a Maintenance Backup immediately. Removing ODBC access permissions for a specific user ID 1. If you wish to remove any CMS login IDs from those designated to have ODBC/JDBC access permission, you must first remove them from the dbaccess UNIX group. Note: Note: You must execute usermod command once for each CMS login you are removing from the group.the usermod command will not remove the user from its default group cms. For example, if you wish to remove the CMS login ID odbcusr1 from the dbaccess group: usermod -G "" odbcusr1 This command will remove the user from all the custom groups along with dbaccess. CAUTION:! CAUTION: Enter a capital G while typing the command. Entering a lower case g will change the users default group, which can cause access issues to CMS. 2. Enter: cmsadm The system displays the Avaya Call Management System Administration menu. 3. Enter the number associated with the dbaccess option. The system reads the UNIX group information and resets the access permissions for only those members still in the dbaccess group. For example, if you have removed odbcusr1 from the dbaccess group but left odbcusr2 in the group, then: Begin CMS DB Access Permissions changes Please wait while connect permissions are granted for requested users grant connect to Odbcusr2 ; Changes to CMS DB Access Permissions finished. 4. To preserve your changes, run a cmsadm backup followed by a Maintenance Backup immediately. 34 Avaya CMS ODBC and JDBC May 2009

35 Returning the CMS database to public permissions Returning the CMS database to public permissions To undo all secure access permissions and put the CMS database back to its original form (public permissions for all CMS login IDs): 1. To get the list of all ODBC users, enter: grep dbaccess /etc/group 2. You must first remove all users from the UNIX group dbacess. Run the usermod command for each CMS login that is currently in the dbaccess group. CAUTION:! CAUTION: Enter a capital G while typing the command. Entering a lower case g will change the users default group, which can cause access issues to CMS. For example, if the users odbcusr1 and odbcusr2 are the entire set of CMS login IDs with secure access permissions. usermod -G "" odbcusr1 usermod -G "" odbcusr2 3. Enter: cmsadm The system displays the Avaya Call Management System Administration menu 4. Enter the number associated with the dbaccess option. Begin CMS DB Access Permissions changes No CMS user ids are in UNIX group dbaccess. If you proceed, the CMS database is set to public permissions access for all resources. Do you really want to do this? [y,n,?] 5. Enter: y Please wait while CMS Informix Database permissions are set to public. grant resource to public; revoke connect from cms; revoke connect from cmssvc; Grant resource to public on CMS database. Changes to CMS DB Access Permissions finished. Run a cmsadm backup followed by a Maintenance Backup to preserve your changes. Avaya CMS ODBC and JDBC May

36 Providing secure access to the CMS database 36 Avaya CMS ODBC and JDBC May 2009

37 Database tables This section describes the CMS historical database tables that can be accessed through ODBC. For detailed information about specific database tables, see the appropriate database items and calculations document for your CMS release. This section includes the following topics: Things to consider when using ODBC on page 37 CMS database logic structure on page 38 CMS database table names on page 39 Description of the CMS database tables on page 41 CMS database table items on page 44 Generating a CMS database schema on page 103 Things to consider when using ODBC Some things to consider when using ODBC with CMS are: Dictionary names: Clients can access CMS Dictionary names. You must map the synonym to the report from the client. Permissions: Applications that access Informix externally, such as database access scripts, may not work if the table permission script tries to access a table to which permission is denied. Field display: The time and date data you receive from the database may not be formatted. Generally, times may be shown in seconds or in 24-hour clock format. You will need to review data for formatting when you import it into your software application. The data returned from your SQL queries will be formatted in the manner described in your database interface specifications. See your software s documentation for further information on formatting data. Switch features and capabilities: Some switch features and capabilities have an impact on CMS open database items. For more information on these features and capabilities, see the appropriate database items and calculations document for your CMS release. Avaya CMS ODBC and JDBC May

38 Database tables CMS database logic structure CMS historical tables store information in one record per row format. This formatting affects the way data can be accessed through ODBC. When accessing data in the historical tables, you may need to sum the information to retrieve complete data. For example, a record will be created for each split/skill that an agent is logged into in the agent tables. If an agent is logged into four splits/skills, there will be four records for that agent. Similarly, if an agent starts the day with four splits/skills, and is added to a fifth split/skill before the end of the day, the agent s fifth record will be generated only from the point at which the additional split/skill was added. The other four records will reflect the total logon time. This section contains the following topics: Agent tables on page 38 VDN tables on page 38 Circular structure tables on page 38 Agent tables If an agent logs off and logs on more than once in a specified interval, another complete set of records is created for that agent for each logon in the agent tables. For example, if an agent logs into four split/skills, logs out, and then logs back on during a set interval, there will be two sets of four records for that agent, one set per logon. VDN tables The VDN tables store one record per vector on which a VDN terminates. Therefore, if the terminating vector for a specific VDN changes in a set interval, there are two records for that VDN - one per terminating vector. This logic also applies to the Vector, Trunk, Trunk Group, and Split/Skill tables. If information is required from these tables, a sum structured query language (SQL) query may be necessary to access complete data from each table. Circular structure tables The Exceptions, Call Record, and Agent Trace tables are circular files. These tables populate continuously, until the table capacity plus ten percent has been reached. At that point, the oldest ten percent of the records are deleted. 38 Avaya CMS ODBC and JDBC May 2009

39 CMS database table names For example, if an agent trace table has a capacity of 100 rows, and the total rows populated equals 110, the oldest ten rows will automatically be deleted. Therefore, the data in that table will change continuously as the table is updated. CMS database table names To select data for external use, you must use the names listed in the following table in your queries. The following table contains all the tables that are ODBC-accessible in CMS and a brief description of the data in each. If a table is not listed here, it is not accessible through ODBC. The table will still be accessible by root. All tables included in this chapter have read-only external user access. ODBC accessible tables Name hsplit dsplit wsplit msplit hagent dagent wagent magent htkgrp dtkgrp wtkgrp mtkgrp htrunk dtrunk Data stored Split/Skill data for each intrahour interval Split/Skill data summarized by day Split/Skill data summarized by week Split/Skill data summarized by month Agent data for each intrahour interval Agent data summarized by day Agent data summarized by week Agent data summarized by month Trunk group data for each intrahour interval Trunk group data summarized by day Trunk group data summarized by week Trunk group data summarized by month Trunk data for intrahour interval Trunk data summarized by day Avaya CMS ODBC and JDBC May

40 Database tables ODBC accessible tables (continued) Name wtrunk mtrunk hvector dvector wvector mvector hvdn dvdn wvdn mvdn hcwc dcwc wcwc mcwc call_rec d_secs m_secs w_secs arch_stat customer_log agroups synonyms Data stored Trunk data summarized by week Trunk data summarized by month Vector data for each intrahour interval Vector data summarized by day Vector data summarized by week Vector data summarized by month VDN data for each intrahour interval VDN data summarized by day VDN data summarized by week VDN data summarized by month Call work code data for each intrahour interval Call work code data summarized by day Call work code data summarized by week Call work code data summarized by month Call record data The number of seconds in the daily data collection period The number of seconds in the monthly data collection period The number of seconds in the weekly data collection period The status of archiver executions The customer error log data Agent group definitions Dictionary synonyms 40 Avaya CMS ODBC and JDBC May 2009

41 Description of the CMS database tables ODBC accessible tables (continued) Name acd_shifts dbitems f_cday f_cdayrep haglog ag_actv agex fullex spex tgex vecex vdnex linkex mctex Data stored Shift times and maximum agents logged in for each shift Dictionary standard and custom database items, constants, and calculations Forecast current day configuration data by split/skill Current day forecast data by split/skill Agent login and logout information Agent activity trace data Agent exceptions Disk full exceptions Split/skill exceptions Trunk group exceptions Vector exceptions VDN exceptions Link down exceptions Malicious call trace exceptions Description of the CMS database tables This section provides an overview of the s of data collected by CMS and definitions for the data presented in CMS database table items on page 44. This section contains the following information: About the Database item column on page 42 About the Data s column on page 42 About the Column and Length columns on page 43 Avaya CMS ODBC and JDBC May

42 Database tables About the Database item column The Database item column contains the name of a particular database item. Many database items are contained in more than one database table. Index database items The index database items in each table are marked. Indexes add structure to table rows so that CMS can retrieve data faster. The row search criteria you define for custom reports should be based on indexes whenever possible. For historical custom reports, always include a "where" clause based on the ROW_DATE database item. Call-based data and interval-based data Items in the CMS database can be either call-based or interval-based. Most CMS database items are call-based. Call-based data is committed to the database after a call completes. Therefore, if a call starts and ends in different collection intervals, all of the data are recorded in the interval in which the call and any After Call Work (ACW) are completed. Interval-based data represents the amount of time during a collection interval that is used for a particular activity. Interval-based items are updated throughout the collection interval and timing is restarted at the end of the interval. Most interval-based items start with I_ or TI_. The database items ALLINUSETIME (trunk-group tables) and MBUSYTIME (trunk and trunk-group tables) are also interval-based. Each database item has a defined column. About the Data s column The Data column contains a letter that represents a specific data. The following table describes the data s: Data A = Administrative data B = Busy Hour data C = Cumulative data I = Row Identifier data Description Administered on the ECS or on CMS. For example, the database item INTRVL in the split/skill table contains the number of minutes in the intrahour interval (15, 30, 60) assigned for the specified ACD on CMS. Gives data that is only meaningful for the busy hour. Accumulates throughout the collection interval. Most real-time database items contain cumulative data. Gives data that is common to all tables, such as time, date, split in the split/skill tables, and so on. 42 Avaya CMS ODBC and JDBC May 2009

43 Description of the CMS database tables Data M = Maximum Interval Value data N = Special Table data S = Status data Description Gives data that is the maximum reached for any value in the specified interval. Belongs only to a specific table, such as the Historical Agent Login/Logout table or Current Day Forecast table. Shows the current status (a snapshot of a particular ACD element). For example, the database item INQUEUE in the split/skill real-time table contains the number of split/skill calls currently waiting in queue. Note: Note: Administrative, Cumulative, Maximum Interval Value, Row Identifier and Busy Hour data items apply to historical and real-time database items. Special Table data items apply only to historical database items. About the Column and Length columns The Column and Length columns describe the format of a database item. These columns include either the length in bits of the database item or the Informix data. Column and length information is included for the user s reference. Because data gathered through ODBC can be used in a variety of applications, it is helpful to know what of data you are accessing and how long it is in bytes. Any difference or exception in the column or length between tables in a table group is indicated in the Column and Length columns. Informix data column s table The following table defines the data column s. Column char(n) date integer Definition An string of n characters, 1 byte per character. Informix date, 4 bytes long. The Informix date format is yyyy-mm-dd. For example, May 19, 1998 would display as: byte integer Avaya CMS ODBC and JDBC May

44 Database tables smallfloat 2 byte integer Informix floating point numerical, 4 bytes long. The Informix smallfloat format is a decimal used for percentages, and includes a comma and a plus/ minus sign. CMS database table items This section provides a list of the database items that can be accessed through ODBC. Not all database items will be available with every CMS or switch release. For additional information about specific database items, see the appropriate database items and calculations document for your CMS release. Descriptions are provided for any items that are not included in the database items and calculations document. This section contains the following topics: Agent database items on page 45 Agent Login/Logout database items on page 55 Agent Trace database items on page 57 Call Record database items on page 59 Call Work Codes database items on page 62 Exceptions historical database items on page 63 Split/Skill database items on page 69 Trunk Group database items on page 77 Trunk database items on page 82 Vector database items on page 85 VDN database items on page 89 Forecasting database tables on page 95 Administrative database tables on page Avaya CMS ODBC and JDBC May 2009

45 CMS database table items Agent database items The Agent database item descriptions apply only to historical items. Historical agent database items apply to the Intrahour Agent (hagent), Daily Agent (dagent), Weekly Agent (wagent), and Monthly Agent (magent) tables. Unless indicated otherwise, all items listed in the Agent database item table on page 45 are included in all four tables. Agent database item table Database item Data Column Length ABNCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes ABNTIME C integer 4 bytes (hagent) ACD I ACD_RELEASE C integer (not in hagent table) ACDAUXOUTCALLS C (dagent, hagent) integer (magent, wagent) ACDCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes 4 bytes ACDCALLS_R1 C integer 4 bytes (hagent) Avaya CMS ODBC and JDBC May

46 Database tables Agent database item table (continued) Database item Data Column Length ACDCALLS_R2 C integer 4 bytes (hagent) ACDTIME C integer 4 bytes (hagent) ACWINCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes ACWINTIME C integer 4 bytes (hagent) ACWOUTADJCALLS C (dagent, hagent) integer (magent, wagent) ACWOUTCALLS C (dagent, hagent) integer (magent, wagent) ACWOUTOFFCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes 4 bytes ACWOUTOFFTIME C integer 4 bytes (hagent) 46 Avaya CMS ODBC and JDBC May 2009

47 CMS database table items Agent database item table (continued) Database item Data Column Length ACWOUTTIME C integer 4 bytes (hagent) ACWTIME C integer 4 bytes (hagent) ANSRINGTIME C integer 4 bytes (hagent) ASSISTS C (dagent, hagent) integer (magent, wagent) AUXINCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes AUXINTIME C integer 4 bytes (hagent) AUXOUTADJCALLS C (dagent, hagent) integer (magent, wagent) AUXOUTCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes Avaya CMS ODBC and JDBC May

48 Database tables Agent database item table (continued) Database item Data Column Length AUXOUTOFFCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes AUXOUTOFFTIME C integer 4 bytes (hagent) AUXOUTTIME C integer 4 bytes (hagent) CONFERENCE C (dagent, hagent) integer (magent, wagent) DA_ABNCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes DA_ABNTIME C integer 4 bytes (hagent) DA_ACDCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes DA_ACDTIME C integer 4 bytes (hagent) 48 Avaya CMS ODBC and JDBC May 2009

49 CMS database table items Agent database item table (continued) Database item Data Column Length DA_ACWINCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes DA_ACWINTIME C integer 4 bytes (hagent) DA_ACWOADJCALLS C (dagent, hagent) integer (magent, wagent) DA_ACWOCALLS C (dagent, hagent) integer (magent, wagent) DA_ACWOOFFCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes 4 bytes DA_ACWOOFFTIME C integer 4 bytes (hagent) DA_ACWOTIME C integer 4 bytes (hagent) DA_ACWTIME C integer 4 bytes (hagent) Avaya CMS ODBC and JDBC May

50 Database tables Agent database item table (continued) Database item Data Column Length DA_ANSTIME C integer 4 bytes (hagent table) DA_OTHERCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes DA_OTHERTIME C integer 4 bytes (hagent) DA_RELEASE C integer 4 bytes EVENT1-9 C (dagent, hagent) integer (magent, wagent) 4 bytes EXTENSION A char(6) 6 byte text string HOLDABNCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes HOLDACDTIME C integer 4 bytes HOLDCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes HOLDTIME C integer 4 bytes (hagent) 50 Avaya CMS ODBC and JDBC May 2009

51 CMS database table items Agent database item table (continued) Database item Data Column Length I_ACDAUXINTIME C integer 4 bytes (hagent) I_ACDAUX_OUTTIME C integer 4 bytes (hagent) I_ACDOTHERTIME C integer 4 bytes (hagent) I_ACDTIME C integer 4 bytes (hagent) I_ACWINTIME C integer 4 bytes (hagent) I_ACWOUTTIME C integer 4 bytes (hagent) I_ACWTIME C integer 4 bytes (hagent) I_AUXINTIME C integer 4 bytes (hagent) I_AUXOUTTIME C integer 4 bytes (hagent) Avaya CMS ODBC and JDBC May

52 Database tables Agent database item table (continued) Database item Data Column Length I_AUXSTBYTIME C integer 4 bytes (hagent) I_AUXTIME C integer 4 bytes I_AUXTIME0-99 (I_AUXTIME0-99 is only available with a CMS load that has been upgraded to use 100 AUX reason codes.) C integer 4 bytes I_AUXTIME_R1 C integer 4 bytes I_AUXTIME_R2 C integer 4 bytes I_AVAILTIME C integer 4 bytes (hagent) I_DA_ACDTIME C integer 4 bytes (hagent) I_DA_ACWTIME C integer 4 bytes (hagent table I_OTHERSTBYTIME C integer 4 bytes (hagent) I_OTHERSTBYTIME_R1 C integer 4 bytes (hagent) I_OTHERSTBYTIME_R2 C integer 4 bytes (hagent) 52 Avaya CMS ODBC and JDBC May 2009

53 CMS database table items Agent database item table (continued) Database item Data Column Length I_OTHERTIME C integer 4 bytes (hagent) I_RINGTIME C integer 4 bytes (hagent) I_STAFFTIME C integer 4 bytes (hagent) INCOMPLETE C INTRVL A (only in hagent table) LOC_ID C integer 4 bytes LOGID A char(10) 10 byte text string NOANSREDIR C (dagent, hagent) integer (magent, wagent) O_ACDCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes O_ACDTIME C integer 4 bytes (hagent) Avaya CMS ODBC and JDBC May

54 Database tables Agent database item table (continued) Database item Data Column Length O_ACWTIME C integer 4 bytes (hagent) PHANTOMABNS C (dagent, hagent) integer (magent, wagent) RINGCALLS C (dagent, hagent) integer (magent, wagent) 4 bytes 4 bytes RINGTIME C integer 4 bytes (hagent) ROW_DATE SPLIT I date 4 byte Informi x date I STARTTIME I (only in hagent table) TI_AUXTIME C integer 4 bytes TI_AUXTIME0-9 or TI_AUXTIME0-99 (TI_AUXTIME0-99 is only available with a CMS load that has been upgraded to use 100 AUX reason codes.) (hagent) C integer 4 bytes 54 Avaya CMS ODBC and JDBC May 2009

55 CMS database table items Agent database item table (continued) Database item Data Column Length TI_AVAILTIME C integer 4 bytes (hagent) TI_OTHERTIME C integer 4 bytes (hagent) TI_STAFFTIME C integer 4 bytes (hagent) TRANSFERRED C (dagent, hagent) integer (magent, wagent) 4 bytes Agent Login/Logout database items The Agent Login/Logout database items are historical items that apply to the Agent Login/ Logout (haglog) table. The Agent Login/Logout database item table on page 55 describes the data items in the CMS Agent Login/Logout database. Agent Login/Logout database item table Database item Column Length ACD EXTN char(6) 6 byte text string INFLAG char(1) 1 byte text string LOC_ID integer 4 bytes Avaya CMS ODBC and JDBC May

56 Database tables Agent Login/Logout database item table (continued) Database item Column Length LOGID char(10) 10 byte text string LOGIN integer 4 bytes LOGONSKILL2-20 LOGOUT integer 4 bytes LOGOUT_DATE date 4 byte Informix date LOGOUT_REASON OUTFLAG char(1) 1 byte text string PREFERENCE integer 4 bytes SKLEVEL integer 4 bytes SKLEVEL2-20 integer 4 bytes SKPERCENT integer 4 bytes SKPERCENT2-20 integer 4 bytes ROW_DATE date 4 byte Informix date SKILLTYPE char(1) 1 byte text string SKILLTYPE2-4 char(1) 1 byte text string SKLEVEL SKLEVEL2-20 SPLIT 56 Avaya CMS ODBC and JDBC May 2009

57 CMS database table items Agent Trace database items The Agent Trace database item descriptions are historical items that apply specifically to the Agent Trace (ag_actv) table. The Agent Trace database item table on page 57 describes the data items in the CMS Agent Trace database. Agent Trace database item table Database item Column Length ACD AGT_RELEASED char(1) 1 byte text string ASSIST_ACTV char(1) 1 byte text string AUXREASON CALLER_HOLD char(1) 1 byte text string CALLING_II char(2) 2 byte text string CALLING_PTY char(12) 12 byte text string CONFERENCE char(1) 1 byte text string DIGITS_DIALED char(16) 16 byte text string DIRECTION Avaya CMS ODBC and JDBC May

58 Database tables Agent Trace database item table (continued) Database item Column Length DURATION integer 4 bytes EVENT_TIME integer 4 bytes EXT_CALL_ORIG char(1) 1 byte text string KEYBD_DIALED char(1) 1 byte text string LOC_ID integer 4 bytes LOGID char(10) 10 byte text string LOGOUTREASON MCT char(1) 1 byte text string RECONNECT char(1) 1 byte text string ROW_DATE date 4 byte Informix date SPLIT STARTTIME TRANSFERRED char(1) 1 byte text string UCID char(20) 20 byte text string WMODE_SEQ 58 Avaya CMS ODBC and JDBC May 2009

59 CMS database table items Agent Trace database item table (continued) Database item Column Length WORKCODE char(16) 16 byte text string WORKMODE Call Record database items The Call Record database item descriptions are historical items that apply specifically to the Call Record (call_rec) table. The Call Record database item table on page 59 describes the database items in the CMS Call Record database. Call Record database item table Database item Column Length ACD ACWTIME integer 4 bytes AGT_RELEASED ANSHOLDTIME integer 4 bytes ANSLOGIN char(9) 9 byte text string ANSREASON ASSIST AUDIO CALLID integer 4 bytes CALLING_II char(2) 2 byte text string Avaya CMS ODBC and JDBC May

60 Database tables Call Record database item table (continued) Database item Column Length CALLING_PTY char(12) 12 byte string CONFERENCE CONSULTTIME integer 4 bytes DA_QUEUED DIALED_NUM char(24) 24 byte text string DISPIVECTOR DISPOSITION DISPPRIORITY DISPSKLEVEL DISPSPLIT DISPTIME integer 4 bytes DISPVDN char(5) 5 byte text string DURATION integer 4 bytes EQLOC char(8) 8 byte text string EVENT1-9 FIRSTVECTOR FIRSTVDN char(5) 5 byte text string HELD HOLDABN 60 Avaya CMS ODBC and JDBC May 2009

61 CMS database table items Call Record database item table (continued) Database item Column Length LASTCWC char(16) 16 byte text string LASTDIGITS char(16) 16 byte text string LASTOBSERVER char(9) 9 byte text string MALICIOUS NETINTIME integer 4 bytes OBSERVINGCALL ORIGHOLDTIME integer 4 bytes ORIGLOGIN char(9) 9 byte text string ORIGREASON ROW_DATE date 4 byte Informix date ROW_TIME SEGMENT SEGSTART integer 4 bytes SEGSTOP integer 4 bytes SPLIT1 SPLIT2 SPLIT3 TALKTIME integer 4 bytes TKGRP Avaya CMS ODBC and JDBC May

62 Database tables Call Record database item table (continued) Database item Column Length TRANSFERRED UCID char(20) 20-byte text string Call Work Codes database items The Call Work Codes database item descriptions apply to historical items. Historical call work codes database items apply to the Intrahour Call Work Codes (hcwc), Daily Call Work Codes (dcwc), Weekly Call Work Codes (wcwc), and Monthly Call Work Codes (mcwc) tables. Unless indicated otherwise, all items listed in the Call Work Codes database item table on page 62 are included in all four tables. Call Work Codes database item table Database item Data Column Length ACD I ACDCALLS C integer 4 bytes (hcwc) ACDTIME C integer 4 bytes ACWTIME C integer 4 bytes CWC I char(16) 16 byte text string INCOMPLETE C INTRVL A (hcwc only) 62 Avaya CMS ODBC and JDBC May 2009

63 CMS database table items Call Work Codes database item table (continued) Database item Data Column Length ROW_DATE STARTTIME I (hcwc) I date 4 byte Informix date Exceptions historical database items CMS stores exception s using the numerical values, then translates the numbers into the text you see in standard exception reports. For detailed information about specific database items, see Avaya CMS Database Items and Calculations, This section contains the following exception tables: Agent Exceptions database items on page 63 Split/Skill Exceptions database items on page 64 Trunk Group Exceptions database items on page 65 VDN Exceptions database items on page 65 Vector Exceptions database items on page 66 Malicious Call Trace Exceptions database items on page 67 Data Collection Exceptions database items on page 68 Disk Full Exceptions database items on page 68 Agent Exceptions database items The Agent Exceptions database items apply to the Agent Exceptions (agex) table. Agent Exceptions database item table Database item Column Length ACD EXTYPE Avaya CMS ODBC and JDBC May

64 Database tables Agent Exceptions database item table (continued) Database item Column Length LOGID char(10) 10 byte text string REASON_CODE ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes SPLIT THRESHOLD TIME AGLOCID Split/Skill Exceptions database items The Split/Skill Exceptions database items apply to the Split/Skill Exceptions (spex) table. Split/Skill Exceptions database item table Database item Column Length ACD EXTYPE ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes SPLIT THRESHOLD TIME 64 Avaya CMS ODBC and JDBC May 2009

65 CMS database table items Trunk Group Exceptions database items The Trunk Group Exceptions database items apply to the Trunk Group Exceptions (tgex) table. Trunk Group Exceptions database item table Database item Column Length ACD EXTYPE EQLOC char(9) 9 byte text string LOGID char(10) 10 byte text string ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes THRESHOLD TIME TKGRP VDN Exceptions database items The VDN Exceptions database items apply to the VDN Exceptions (vdnex) table. VDN exceptions are only available with the Vectoring feature. VDN Exceptions database item table Database item Column Length ACD EXTYPE Avaya CMS ODBC and JDBC May

66 Database tables VDN Exceptions database item table (continued) Database item Column Length ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes THRESHOLD TIME VDN char(6) 6 byte text string VECTOR Vector Exceptions database items The Vector Exceptions database items apply to the Vector Exceptions (vecex) table. Vector exceptions are only available with the Vectoring feature. Vector Exceptions database item table Database item Column Length ACD EXTYPE ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes THRESHOLD TIME VECTOR 66 Avaya CMS ODBC and JDBC May 2009

67 CMS database table items Malicious Call Trace Exceptions database items The Malicious Call Trace Exceptions database items apply to the Malicious Call Trace Exceptions (mctex) table. Malicious Call Trace Exceptions database item table Database item Column Length ACD ANI_SID char(8) 8 byte text string EQLOC char(9) 9 byte text string II_DIGITS LOGID char(10) 10 byte text string ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes SPLIT TKGRP VDN char(6) 6 byte text string Avaya CMS ODBC and JDBC May

68 Database tables Data Collection Exceptions database items The Data Collection Exceptions database items apply to the Data Collection Exceptions (linkex) table. Data Collection Exceptions database item table Database item Column Length ACD DURATION integer 4 bytes REASON ROW_DATE date 4 byte Informix date ROW_TIME SEQNO integer 4 bytes THRESHOLD Disk Full Exceptions database items The Disk Full Exceptions database items apply to the Disk Full Exceptions (fullex) table. Disk Full Exceptions database item table Database item Description Column Length PROC_NAME The name of the process that failed because the disk was full. char(30) 30 byte text string ROW_DATE The date at which the disk was full. date 4 byte Informix date ROW_TIME The time at which the disk was full. 68 Avaya CMS ODBC and JDBC May 2009

69 CMS database table items Disk Full Exceptions database item table (continued) Database item Description Column Length SEQNO The sequence number of this record. TASK_GRP The activity that failed because the disk was full. char(2) 2 byte text string Split/Skill database items The Split/Skill database item descriptions apply to historical items. Historical split/skill database items apply to the following tables: Intrahour Split/Skill (hsplit) Daily Split/Skill (dsplit) Weekly Split/Skill (wsplit) Monthly Split/Skill (msplit) Unless indicated otherwise, all of the database items listed in the Split/Skill database item table on page 69 are included in all four tables. Split/Skill database item table Database item Data Column Length ABNCALLS C integer 4 bytes (hsplit) ABNCALLS1-10 C integer 4 bytes (hsplit) ABNRINGCALLS C integer 4 bytes (hsplit) ABNTIME C integer 4 bytes Avaya CMS ODBC and JDBC May

70 Database tables Split/Skill database item table (continued) Database item Data Column Length ACCEPTABLE C integer 4 bytes ACD C integer 4 bytes (hsplit) ACDAUXOUTCALLS A ACDCALLS C integer 4 bytes in hsplit table in hsplit table ACDCALLS1-10 C integer 4 bytes (hsplit) ACDCALLS_R1 C integer 4 bytes (hsplit) ACDCALLS_R2 C integer 4 bytes (hsplit) ACDTIME C integer 4 bytes (hsplit) ACWINCALLS C integer 4 bytes ACWINTIME C integer 4 bytes (hsplit) ACWOUTADJCALLS C integer 4 bytes ACWOUTCALLS C integer 4 bytes (hsplit) 70 Avaya CMS ODBC and JDBC May 2009

71 CMS database table items Split/Skill database item table (continued) Database item Data Column Length ACWOUTOFFCALLS C integer 4 bytes (hsplit) ACWOUTOFFTIME C integer 4 bytes (hsplit) ACWOUTTIME C integer 4 bytes ACWTIME C integer 4 bytes ANSTIME C integer 4 bytes ASSISTS ASSISTS C C integer (hsplit) 4 bytes AUXINCALLS C integer 4 bytes (hsplit) AUXINTIME C integer 4 bytes AUXOUTADJCALLS C integer 4 bytes (hsplit) AUXOUTCALLS C integer 4 bytes (hsplit) AUXOUTOFFCALLS C integer 4 bytes (hsplit) AUXOUTOFFTIME C integer 4 bytes AUXOUTTIME C integer 4 bytes Avaya CMS ODBC and JDBC May

72 Database tables Split/Skill database item table (continued) Database item Data Column Length BACKUPCALLS C integer 4 bytes (hsplit) BUSYCALLS C integer 4 bytes (hsplit) BUSYTIME C integer 4 bytes CALLSOFFERED C integer 4 bytes (hsplit) CONFERENCE C integer 4 bytes (hsplit) DA_ACWINCALLS C integer 4 bytes (hsplit) DA_ACWINTIME C integer 4 bytes DA_ACWOCALLS C integer 4 bytes (hsplit) DA_ACWOTIME C integer 4 bytes DEQUECALLS C integer 4 bytes (hsplit) DEQUETIME C integer 4 bytes DISCCALLS C integer 4 bytes (hsplit) 72 Avaya CMS ODBC and JDBC May 2009

73 CMS database table items Split/Skill database item table (continued) Database item Data Column Length DISCTIME C integer 4 bytes EVENT1-9 C integer 4 bytes (hsplit) HIGHCALLS C integer 4 bytes (hsplit) HOLDABNCALLS C integer 4 bytes (hsplit) HOLDCALLS C integer 4 bytes (hsplit) HOLDTIME C integer 4 bytes I_ACDAUXINTIME C integer 4 bytes I_ACDAUX_OUTTIME C integer 4 bytes I_ACDOTHERTIME C integer 4 bytes I_ACDTIME C integer 4 bytes I_ACDTIME_R1 C integer 4 bytes I_ACDTIME_R2 C integer 4 bytes I_ACWINTIME C integer 4 bytes I_ACWOUTTIME C integer 4 bytes I_ACWTIME C integer 4 bytes I_ACWTIME_R1 C integer 4 bytes I_ACWTIME_R2 3 C integer 4 bytes I_ARRIVED C integer 4 bytes I_AUXINTIME C integer 4 bytes Avaya CMS ODBC and JDBC May

74 Database tables Split/Skill database item table (continued) Database item Data Column Length I_AUXOUTTIME C integer 4 bytes I_AUXTIME C integer 4 bytes I_AUXTIME0 C integer 4 bytes I_AUXTIME1-9 C integer 4 bytes I_AVAILTIME C integer 4 bytes I_DA_ACDTIME C integer 4 bytes I_DA_ACWTIME C integer 4 bytes I_NORMTIME C integer 4 bytes I_OL1TIME C integer 4 bytes I_OL2TIME C integer 4 bytes I_OTHERTIME C integer 4 bytes I_OTHERTIME_R1 C integer 4 bytes I_OTHERTIME_R2 C integer 4 bytes I_RINGTIME C integer 4 bytes I_RINGTIME_R1 C integer 4 bytes I_RINGTIME_R2 C integer 4 bytes I_STAFFTIME C integer 4 bytes I_TAUXTIME C integer 4 bytes I_TAVAILTIME C integer 4 bytes INCOMPLETE C INFLOWCALLS C integer 4 bytes (hsplit) INTERFLOWCALLS C integer 4 bytes (hsplit) 74 Avaya CMS ODBC and JDBC May 2009

75 CMS database table items Split/Skill database item table (continued) Database item Data Column Length INTRVL A (only in hsplit) LOWCALLS C integer 4 bytes (hsplit) MAXINQUEUE M integer 4 bytes (hsplit) MAXOCWTIME M integer 4 bytes MAXSTAFFED M integer 4 bytes (hsplit) MAXTOP M integer 4 bytes MEDCALLS C integer 4 bytes (hsplit) NOANSREDIR C integer 4 bytes (hsplit) O_ABNCALLS C integer 4 bytes (hsplit) O_ACDCALLS C integer 4 bytes (hsplit) O_ACDTIME C integer 4 bytes O_ACWTIME C integer 4 bytes Avaya CMS ODBC and JDBC May

76 Database tables Split/Skill database item table (continued) Database item Data Column Length O_OTHERCALLS C integer 4 bytes (hsplit) OTHERCALLS C integer 4 bytes OTHERTIME C integer 4 bytes OUTFLOWCALLS C integer 4 bytes (hsplit) OUTFLOWTIME C integer 4 bytes PERIOD1-9 A PERIODCHG A integer 4 bytes (hsplit) PHANTOMABNS C integer 4 bytes (hsplit) RINGCALLS C integer 4 bytes (hsplit) RINGTIME C integer 4 bytes ROW_DATE I date 4 bytes Informix date RSV_LEVEL SERVICELEVEL A integer 4 bytes (hsplit) SLVLABNS C integer 4 bytes SLVLOUTFLOWS C integer 4 bytes 76 Avaya CMS ODBC and JDBC May 2009

77 CMS database table items Split/Skill database item table (continued) Database item Data Column Length SPLIT I STARTTIME I (only in hsplit table) SVCLEVELCHG A integer 4 bytes (hsplit) TOPCALLS C integer 4 bytes (hsplit) TRANSFERRED C integer 4 bytes (hsplit) Trunk Group database items The Trunk Group database item descriptions apply to historical items. Historical trunk group database items apply to the Intrahour Trunk Group (htkgrp), Daily Trunk Group (dtkgrp), Weekly Trunk Group (wtkgrp), and Monthly Trunk Group (mtkgrp) tables. Unless indicated otherwise, items listed in the Trunk Group database item table on page 77 are included in all four tables.. Trunk Group database item table Database item Data Column Length ABNCALLS C integer 4 bytes (htkgrp) Avaya CMS ODBC and JDBC May

78 Database tables Trunk Group database item table (continued) Database item Data Column Length ABNQUECALLS C integer 4 bytes (htkgrp) ABNRINGCALLS C integer 4 bytes ABNVECCALLS C integer 4 bytes (htkgrp) ACD I ACDCALLS C integer 4 bytes (htkgrp) ACDCALLS_R1 C integer 4 bytes (htkgrp) ACDCALLS_R2 C integer 4 bytes (htkgrp) ALLINUSETIME C integer 4 bytes AUDIO C integer 4 bytes (htkgrp) BACKUPCALLS C integer 4 bytes (htkgrp) BH_ABNCALLS B integer 4 bytes (htkgrp) 78 Avaya CMS ODBC and JDBC May 2009

79 CMS database table items Trunk Group database item table (continued) Database item Data Column Length BH_ACDCALLS B integer 4 bytes (htkgrp) BH_ALLINUSETIME B integer 4 bytes BH_BUSYCALLS B integer 4 bytes (htkgrp) BH_DISCCALLS B integer 4 bytes (htkgrp) BH_INCALLS B integer 4 bytes (htkgrp) BH_INTERVAL B integer (only in dtkgrp table) 4 bytes BH_INTIME B integer 4 bytes BH_OABNCALLS B integer 4 bytes (htkgrp) BH_OACDCALLS B integer 4 bytes (htkgrp) BH_OOTHERCALLS B integer 4 bytes (htkgrp) BH_OTHERCALLS B integer 4 bytes (htkgrp) Avaya CMS ODBC and JDBC May

80 Database tables Trunk Group database item table (continued) Database item Data Column Length BH_OUTCALLS B integer 4 bytes (htkgrp) BH_OUTTIME B integer 4 bytes BH_STARTTIME B integer 4 bytes BLOCKAGE C integer 4 bytes (htkgrp) BUSYCALLS C integer 4 bytes (htkgrp) COMPLETED C integer 4 bytes (htkgrp) CONNECTCALLS C integer 4 bytes DISCCALLS C integer 4 bytes (htkgrp) FAILURES C integer 4 bytes (htkgrp) I_INOCC C integer 4 bytes I_OUTOCC C integer 4 bytes INCALLS C integer 4 bytes (htkgrp) INCOMPLETE C INTIME C integer 4 bytes 80 Avaya CMS ODBC and JDBC May 2009

81 CMS database table items Trunk Group database item table (continued) Database item Data Column Length INTRVL A (only in htkgrp table) MBUSYTIME C integer 4 bytes O_ABNCALLS C integer 4 bytes (htkgrp) O_ACDCALLS C integer 4 bytes (htkgrp) O_OTHERCALLS C integer 4 bytes (htkgrp) OTHERCALLS C integer 4 bytes (htkgrp) OUTCALLS C integer 4 bytes (htkgrp) OUTTIME C integer 4 bytes ROW_DATE I date 4 byte Informix date SETUPTIME C integer 4 bytes SHORTCALLS C integer 4 bytes SPLIT A STARTTIME I (only in htkgrp table) TKGRP I Avaya CMS ODBC and JDBC May

82 Database tables Trunk Group database item table (continued) Database item Data Column Length TRANSFERRED C integer 4 bytes (htkgrp) TRUNKS A VDN A char(6) 6 byte text string VECTOR A Trunk database items The Trunk database item descriptions apply to historical items. Historical trunk database items apply to the Intrahour Trunk (htrunk), Daily Trunk (dtrunk), Weekly Trunk Group (wtrunk), and Monthly Trunk (mtrunk) tables. Unless indicated otherwise, all items listed in the Trunk database item table on page 82 are included in all four tables. Trunk database item table Database item Data Column Length ABNCALLS C integer 4 bytes (htrunk) ACD I ACDCALLS C integer 4 bytes (htrunk) ACDCALLS_R1 C integer 4 bytes (htrunk) 82 Avaya CMS ODBC and JDBC May 2009

83 CMS database table items Trunk database item table (continued) Database item Data Column Length ACDCALLS_R2 C integer 4 bytes (htrunk) AUDIO C integer 4 bytes (htrunk) EQLOC A char(8) 8 byte text string FAILURES C integer 4 bytes (htrunk) I_INOCC C integer 4 bytes (htrunk) I_OUTOCC C integer 4 bytes (htrunk) INCALLS C integer 4 bytes (htrunk) INCOMPLETE C INTIME C integer 4 bytes (htrunk) INTRVL A (only in htrunk table) LOC_ID C integer 4 bytes Avaya CMS ODBC and JDBC May

84 Database tables Trunk database item table (continued) Database item Data Column Length MBUSYTIME C integer 4 bytes (htrunk) O_ABNCALLS C integer 4 bytes (htrunk) O_ACDCALLS C integer 4 bytes (htrunk) O_OTHERCALLS C integer 4 bytes (htrunk) OUTCALLS C integer 4 bytes (htrunk) OTHERCALLS C integer 4 bytes (htrunk) OUTTIME C integer 4 bytes (htrunk) ROW_DATE I date 4 byte Informix date SHORTCALLS C integer 4 bytes (htrunk) 84 Avaya CMS ODBC and JDBC May 2009

85 CMS database table items Trunk database item table (continued) Database item Data Column Length STARTTIME I (only in htrunk table) TKGRP A Vector database items The Vector database item descriptions apply to historical items. Vector database items are only available if you purchased the optional Vectoring feature. Historical vector database items apply to the Intrahour Vector (hvector), Daily Vector (dvector), Weekly Vector (wvector), and Monthly Vector (mvector) tables. Unless indicated otherwise, all items listed in the Vector database item table on page 85 are included in all four tables. Vector database item table Database item Data Column Length ABNCALLS C integer 4 bytes (hvector) ABNQUECALLS C integer 4 bytes (hvector) ABNRINGCALLS C integer 4 bytes (hvector) ABNTIME C integer 4 bytes ACD I Avaya CMS ODBC and JDBC May

86 Database tables Vector database item table (continued) Database item Data Column Length ACDCALLS C integer 4 bytes (hvector) ACDCALLS_R1 C integer 4 bytes (hvector) ACDCALLS_R2 C integer 4 bytes (hvector) ADJATTEMPTS C integer 4 bytes (hvector) ADJROUTED C integer 4 bytes (hvector) ANSTIME C integer 4 bytes BACKUPCALLS C integer 4 bytes (hvector) BUSYCALLS C integer 4 bytes (hvector) BUSYTIME C integer 4 bytes DEFLECTCALLS C integer 4 bytes (hvector) DISCCALLS C integer 4 bytes (hvector) 86 Avaya CMS ODBC and JDBC May 2009

87 CMS database table items Vector database item table (continued) Database item Data Column Length DISCTIME C integer 4 bytes GOTOCALLS C integer 4 bytes (hvector) GOTOTIME C integer 4 bytes INCALLS C integer 4 bytes (hvector) INCOMPLETE C INFLOWCALLS C integer 4 bytes (hvector) INTERFLOWCALLS C integer 4 bytes (hvector) INTIME C integer 4 bytes INTRVL A (only in hvdn table) LOOKATTEMPTS C integer 4 bytes (hvdn) LOOKFLOWCALLS C integer 4 bytes (hvector) NETDISCCALLS C integer 4 bytes (hvector) Avaya CMS ODBC and JDBC May

88 Database tables Vector database item table (continued) Database item Data Column Length NETPOLLS C integer 4 bytes (hvector) OTHERCALLS C integer 4 bytes (hvector) OTHERTIME C integer 4 bytes OUTFLOWCALLS C integer 4 bytes (hvector) OUTFLOWTIME C integer 4 bytes PHANTOMABNS C integer 4 bytes RINGCALLS C integer 4 bytes (hvector) RINGTIME C integer 4 bytes ROW_DATE I date 4 byte Informix date STARTTIME I (only in hvector table) VDISCCALLS C integer 4 bytes VECTOR (hvector) I 88 Avaya CMS ODBC and JDBC May 2009

89 CMS database table items VDN database items The VDN Database item descriptions apply to historical items. VDN database items are only available if you purchased the optional Vectoring feature. Historical VDN database items apply to the Intrahour VDN (hvdn), Daily VDN (dvdn), Weekly VDN (wvdn), and Monthly VDN (mvdn) tables. Unless indicated otherwise, all items listed in the VDN database item table on page 89 are included in all four tables. VDN database item table Database item Data Column Length ABNCALLS C integer 4 bytes (hvdn) ABNCALLS1-10 C integer 4 bytes (hvdn) ABNQUECALLS C integer 4 bytes (hvdn) ABNRINGCALLS C integer 4 bytes (hvdn) ABNTIME C integer 4 bytes ACCEPTABLE C integer 4 bytes (hvdn) ACD I ACDCALLS C integer 4 bytes (hvdn) Avaya CMS ODBC and JDBC May

90 Database tables VDN database item table (continued) Database item Data Column Length ACDCALLS _R1 C integer 4 bytes (hvdn) ACDCALLS _R2 C integer 4 bytes (hvdn) ACDTIME C integer 4 bytes ACWTIME C integer 4 bytes ADJATTEMPTS C integer 4 bytes (hvdn) ADJROUTED C integer 4 bytes (hvdn) ANSCONNCALLS 1-10 C integer 4 bytes (hvdn) ANSTIME C integer 4 bytes BACKUPCALLS C integer 4 bytes (hvdn) BH_ABNCALLS B integer 4 bytes (hvdn) BH_ACDCALLS B integer 4 bytes (hvdn) 90 Avaya CMS ODBC and JDBC May 2009

91 CMS database table items VDN database item table (continued) Database item Data Column Length BH_ACDTIME B integer 4 bytes (hvdn) BH_BUSYCALLS B integer 4 bytes (hvdn) BH_DISCCALLS B integer 4 bytes (hvdn) BH_INTERVAL B integer (only in dvdn table) 4 bytes BH_OTHERCALLS B integer 4 bytes (hvdn) BH_STARTTIME B integer 4 bytes (hvdn) BH_VDNCALLS B integer 4 bytes (hvdn) BSRPLAN A BUSYCALLS C integer 4 bytes (hvdn) BUSYTIME C integer 4 bytes CONNECTCALLS C integer 4 bytes (hvdn) CONNECTTIME C integer 4 bytes Avaya CMS ODBC and JDBC May

92 Database tables VDN database item table (continued) Database item Data Column Length CONNTALKTIME C integer 4 bytes (hvdn) DEFLECTCALLS C integer 4 bytes (hvdn) DISCCALLS C integer 4 bytes (hvdn) DISCTIME C integer 4 bytes HOLDABNCALLS C integer 4 bytes (hvdn) HOLDACDCALLS C integer 4 bytes HOLDACDTIME C integer 4 bytes HOLDCALLS C integer 4 bytes (hvdn) HOLDTIME C integer 4 bytes I_ARRIVED C integer 4 bytes INCALLS C integer 4 bytes (hvdn) INCOMPLETE C INFLOWCALLS C integer 4 bytes (hsplit) 92 Avaya CMS ODBC and JDBC May 2009

93 CMS database table items VDN database item table (continued) Database item Data Column Length INTERFLOWCALLS C integer 4 bytes (hvdn) INTIME C integer 4 bytes INTRVL A (only in hvdn table) LOOKATTEMPTS C integer 4 bytes (hvdn) LOOKFLOWCALLS C integer 4 bytes (hvdn) MAXOCWTIME M integer 4 bytes (hvdn) MAXWAITING M integer 4 bytes (hvdn) NETDISCCALLS C integer 4 bytes (hvdn) NETINCALLS C integer 4 bytes (hvdn) NETINTIME C integer 4 bytes NETPOLLS C integer 4 bytes NOANSREDIR C integer 4 bytes (hvdn) Avaya CMS ODBC and JDBC May

94 Database tables VDN database item table (continued) Database item Data Column Length NUMTGS A integer 4 bytes OTHERCALLS C integer 4 bytes (hvdn) OTHERTIME C integer 4 bytes OUTFLOWCALLS C integer 4 bytes (hvdn) OUTFLOWTIME C integer 4 bytes PERIOD1-9 A PERIODCHG A integer 4 bytes (hvdn) PHANTOMABNS C integer 4 bytes (hvdn) RETURNCALLS C integer 4 bytes (hvdn) RINGCALLS C integer 4 bytes (hvdn) RINGTIME C integer 4 bytes ROW_DATE I date 4 byte Informix date SERVICELEVEL A integer 4 bytes (hvdn) 94 Avaya CMS ODBC and JDBC May 2009

95 CMS database table items VDN database item table (continued) Database item Data Column Length SKILLACWTIME1-3 C integer 4 bytes SKILLCALLS1-3 C integer 4 bytes (hvdn) SKILLTIME1-3 C integer 4 bytes SKILL1-3 A SLVLABNS C integer 4 bytes SLVLOUTFLOWS C integer 4 bytes STARTTIME I (only in hvdn table) SVCLEVELCHG A integer 4 bytes (hvdn) TRANSFERRED C integer 4 bytes (hvdn) VDISCCALLS C integer 4 bytes (hvdn) VDN VECTOR I char(6) 6 byte text string A Forecasting database tables The Forecasting database tables are only available if you purchased the optional Avaya CMS Forecast package. Avaya CMS ODBC and JDBC May

96 Database tables This section contains the following topics: Current Day Configuration database items on page 96 Current Day Report database items on page 97 Current Day Configuration database items The Current Day Configuration database items apply to the Current Day (f_cday) table. Current Day Configuration database item table Database item Column Length ACD CHANGE smallfloat 4 byte Informix floating point CHPROF FMETHOD HDATE1-4 date 4 byte Informix date ROW_DATE SPLIT date 4 byte Informix date TRENDBASE date 4 byte Informix date WT Avaya CMS ODBC and JDBC May 2009

97 CMS database table items Current Day Report database items The Current Day Report database items apply to the Current Day Report (f_cdayrep) table. Current Day Forecast Report database item table Database item Column Length ACD AGOCC smallfloat 4 byte Informix floating point AVGAGSERV AVGSPEEDANS FCALLS integer 4 bytes INTRVL NUMAGREQ RAGOCC smallfloat 4 byte Informix floating point RAVGSPEEDANS ROW_DATE date 4 byte Informix date RSERVLEVELP smallfloat 4 byte Informix floating point SERVLEVELP smallfloat 4 byte Informix floating point SERVLEVELT SPLIT STARTTIME Avaya CMS ODBC and JDBC May

98 Database tables Administrative database tables Administrative database tables require read permission from the Maintenance sub-menu. Most of these database items require you to enter additional information in order to become functional. Administrative database tables are available with any CMS or switch release. This section contains the following topics: Data Collection Period database items on page 98 Archiver Execution Status database items on page 99 Customer Log database items on page 100 Agent Group database items on page 101 Synonyms database items on page 101 ACD Shifts database items on page 102 Database Items on page 102 Data Collection Period database items The Administrative data collection period database items apply to the Daily Data Collection Period (d_secs), Weekly Data Collection Period (w_secs), and Monthly Data Collection Period (m_secs) tables. The tables indicate the number of seconds in the data collection period (daily, weekly, monthly). Unless indicated otherwise, all items listed in the Data Collection Period database item table on page 98 are included in all three tables. Data Collection Period database item table Database item Description Data Column Length ACD ROW_DATE SECSPERDAY The ACD number for which data was collected. The day for which data was collected or the exception occurred. The number of seconds in the daily data collection period A A date 4 byte Informix date A integer (only in d_secs table) 4 bytes 98 Avaya CMS ODBC and JDBC May 2009

99 CMS database table items Data Collection Period database item table (continued) Database item Description Data Column Length SECSPERMN The number of seconds in the monthly data collection period. A integer (only in m_secs table) 4 bytes SECSPERWK The number of seconds in the weekly data collection period. A integer (only in w_secs table) 4 bytes Archiver Execution Status database items The Archiver Execution Status database item descriptions apply specifically to items in the Archiver Execution Status (arch_stat) table. The table contains status information on recent archiver executions, and displays status and the next run scheduled. Archiver Execution Status database item table Database item Description Data Column Length ACD The ACD number for which data was collected. A ARCH_TYPE The of archiver executions being run. Values are: 1 = interval, 2 = daily, 3 = weekly, 4 = monthly. A char(20) 20 byte text string LAST_TIME The last time the archiver execution was run. A char(20) 20 byte text string STATUS The status of the archiver execution. This field indicates if the execution was not run, is currently running, or has finished. Values are: 1 = not run 2 = finished, the archive was successful 3 = finished, the archive had a failure 4 = running If the status field displays 3, for finished, but had a failure, you should consult the error log (customer_log table) and the archive log for the reason prior to troubleshooting. A char(9) 9 byte text string Avaya CMS ODBC and JDBC May

100 Database tables Customer Log database items The Customer Log database items apply to the Customer Log (customer_log) table. The table contains customer error log information on recent archiver executions. The information includes the error code, the date the error occurred, the severity, the associated event, and a description of the error. The Customer Log table is not backed up by the CMS Maintenance backup. Customer Log database item table Database item Description Data Column Length ACD_ID The ACD number for which data A integer 4 bytes was collected. COUNTS The number of occurrences of A integer 4 bytes the error. DATE_OCCURRED The date that the error occurred. A date 4 byte Informix date DESCRIPTION A text description of the error. A char(256) 256 byte text string ERROR_CODE The error code number. A integer 4 bytes LAST_TIME The last time the error occurred. A integer 4 bytes SEVERITY The level of severity of the error. A char(10) 10 byte text string 100 Avaya CMS ODBC and JDBC May 2009

101 CMS database table items Agent Group database items The Agent Group database items apply to the Agent Group (agroups) table. The table contains dictionary information on agent groups. Agent Group database item table Database item Description Data Column Length ACD_NO The ACD number for which data was collected. A ITEM_TYPE ITEM_NAME VALUE The "agent group". A char(20) 20 byte text string The name of the agent group. A char(20) 20 byte text string An agent login ID belonging to the agent group. A char(9) 9 byte text string Synonyms database items The Synonyms database items apply to items in the Synonyms (synonyms) table. The table contains dictionary synonyms. Synonyms database item table Database item Description Data Column Length ACD_NO The ACD number for which data was collected. A DESCR ITEM_TYPE ITEM_NAME The description, or definition, of the dictionary synonym. A char(150) 5 byte text string The of synonym. A char(20) 20 byte text string The name of the synonym. There can be many ITEM_NAMEs for a specific ITEM_TYPE. A char(60) (Only first 20 are significant) 60 byte text string Avaya CMS ODBC and JDBC May

102 Database tables Synonyms database item table (continued) Database item Description Data Column Length STANDARD VALUE This item indicates if the item is a standard or custom synonym. Values are: 1 = standard, not 1 = custom. The item name s corresponding value. Because each ITEM_TYPE can have many different ITEM_NAMEs, a discrete value is assigned to each synonym ITEM_NAME. A A char(40) (Only first 9 are significant) 40 byte text string ACD Shifts database items The ACD Shifts database items apply to the ACD Shifts (acd_shifts) table. The table contains information on ACD shift times and the maximum number of agents logged in for each shift. ACD Shifts database item table Database item Description Data Column Length ACD The ACD number for which data was collected. A SHIFT_ID The identification number of the A ACD shift. Values are 1-4. START_TIME The ACD shift start time. A STOP_TIME The ACD shift stop time. A MAX_AGENTS The maximum number of agents logged in per shift. A Database Items Database Items applies to items in the Database Items (dbitems) table. The table contains definitions for: Dictionary standard and custom database items Constants 102 Avaya CMS ODBC and JDBC May 2009

103 Generating a CMS database schema Calculations Database Items table Database item Description Data Column Length ITEM_TYPE ITEM_NAME FORMULA STANDARD DESCR The of data for the row. Valid values are: dbase = database item calc = calculation constant = constant cust_def = customer-defined database item The name of the data item. There can be many ITEM_NAMEs for a specific ITEM_TYPE. The formula for the database constant or calculation. This item indicates if the item is a standard or custom database item. Values are: 1 = standard, not 1 (null) = custom. The description of the database calculation, constant, or standard/custom database item. A char(8) 8 byte text string A char(20) 20 byte text string A char(70) 70 byte text string A A char(50) 50 byte text string Generating a CMS database schema This section explains how to generate the schema definition information of the CMS database. This section contains the following topics: Generating the schema for the entire CMS database on page 103 About the dbschema command on page 104 Generating the schema for the entire CMS database To generate the CMS database schema: 1. Log into the system as root. Avaya CMS ODBC and JDBC May

104 Database tables 2. Enter the following command to set the Informix environment:. /opt/informix/bin/setenv 3. Enter: cd /tmp Note: Note: You Note: You can use a different directory to contain your database schema with one exception. Never use the root (/) directory to store a database schema. A database schema can be very large and will use up all of the disk space allocated to the root directory. If the root directory does not have enough disk space, the CMS system will not function correctly. 4. Enter: dbschema -d cms cms.sql The system saves the CMS database schema in the /tmp directory as a file named cms.sql. Note: can use different options to modify the dbschema command used in Step 4. For more information, see About the dbschema command on page 104. About the dbschema command You can modify the dbschema command using additional command options. For more information about the dbschema command options: 1. Log into the system as root. 2. Enter the following command to set the Informix environment:. /opt/informix/bin/setenv 3. Enter: dbschema The system displays all of the options that you can use to modify the dbschema command. 104 Avaya CMS ODBC and JDBC May 2009

105 Troubleshooting This section presents general troubleshooting procedures and error messages for ODBC and JDBC. For more detailed information, see the documentation that is included on the IBM Informix IDS 9.40 UC4 CD-ROM or visit the IBM website for additional documentation at: Important: Important: If you choose to develop an application for the ODBC or JDBC driver, Avaya cannot provide support for that application or for any other third-party software or related mapping. This section contains the following topics: Network support on page 105 Server log file on page 105 Client trace on page 106 Network support Avaya does not control customer network configuration or ODBC-enabled client applications. Installation and ongoing maintenance support is limited to determining if data is being transferred correctly in the most basic client/server relationship. This is defined as a CMS system running ODBC on the same network hub as the client PC. Verify that the trouble occurs on the same network subnet. Then continue with troubleshooting procedures. If the trouble does not occur on the same network subnet, contact the Avaya help line. Server log file The default server log for the IBM Informix IDS server on CMS is located at /opt/informix/ cmsids.log. Server related errors will be written in this log. Avaya CMS ODBC and JDBC May

106 Troubleshooting Client trace The Windows Data Sources (ODBC) configuration utility, located in the Windows Control Panel under Administrative tools, allows you to enable or disable ODBC trace logging under the Tracing tab. Trace logging provides you with: Records of your entire ODBC session, including all ODBC calls made by the ODBC-compliant application you are using Native database error messages that might not have been replaced by the ODBC-compliant application you were using. See Configuring ODBC tracing options on page 27 for information on configuring this utility. 106 Avaya CMS ODBC and JDBC May 2009

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