IC Integration to Oracle Service Cloud Data Dictionary Technical Reference Interactive Intelligence Customer Interaction Center (CIC) 2016 R1 Last updated October 9, 2015 (See Change log for summary of changes.) Abstract The Interactive Intelligence Oracle Service Cloud Integration writes historical data to custom tables in the Oracle Service Cloud database. This technical reference describes that historical data. Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, IN 46278 Telephone/Fax (317) 872-3000 www.inin.com
Copyright and trademark information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the Spirograph logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are 1997-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are 2000-2015 Interactive Intelligence, Inc. All rights reserved. Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are 2001-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-faq Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are 2002-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are 2004-2015 Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are 2005-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are 2006-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are 2007-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are 2009-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal, and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are 2010-2015 Interactive Intelligence, Inc. All rights reserved. Spotability is a trademark of Interactive Intelligence, Inc. 2011-2015. All rights reserved. Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service, and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are 2012-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are 2013-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are 2013-2015 Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are 2014-2015 Interactive Intelligence, Inc. All rights reserved. The verypdf product is 2000-2015 verypdf, Inc. All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com. A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.inin.com IC Integration to Oracle Service Cloud Data Dictionary ii
Table of contents Introduction... 4 Tables used by the integration... 4 Schema of tables used by the integration... 5 Custom data elements written to the ININ$Interaction table... 6 Custom data elements written to the ININ$InteractionDirection table... 7 Custom data elements written to the ININ$InteractionType table... 8 Custom data elements written to the ININ$Interaction2Incident table... 8 Custom data elements written to the ININ$Interaction2Chat table... 9 Change log... 10 IC Integration to Oracle Service Cloud Data Dictionary iii
Introduction The Interactive Intelligence Oracle Service Cloud Integration writes historical data to custom tables in the Oracle Service Cloud database. This document describes that historical data. Tables used by the integration The integration writes data to the Oracle Service Cloud database. It writes the call attributes when the interaction is removed from the My Interactions queue. The integration sends the Oracle Service Cloud data to the Oracle Service Cloud server when the interaction is deallocated. The integration uses five custom tables in the Oracle Service Cloud database. IC Integration to Oracle Service Cloud Data Dictionary 4
Schema of tables used by the integration IC Integration to Oracle Service Cloud Data Dictionary 5
Custom data elements written to the ININ$Interaction table Custom data elements written to the Oracle Service Cloud ININ$Interaction table ID ID Integer A sequentially assigned number. AgentHandleTime agent_handle_ti me Integer The amount of time in seconds that the agent was handling the interaction. This duration is from the instant the interaction is connected until the instant the interaction is disconnected. If the interaction is transferred out of the agent's queue, then that instant is used as the end time in the calculation. CallHoldTime CallHoldTime Integer CallId CallId String Direction Direction Menu The amount of time in seconds that the interaction was in a held state while connected to the agent. The CallID assigned to the interaction. See the IC Reporting Data Dictionary for more information on CallIDKey. The direction of the interaction: Possible values are: 1 Inbound 2 - Outbound EntranceUTC int_entrance_u TC DateTime The UTC timestamp for when the interaction entered the agent's My Interactions queue. InteractionID inc_id Integer RecordedByIR RecordedByIR Boolean Specifies the record ID for the incident. This field is only used for workspace records of the Incident type. If the incident was not associated to an interaction, then the InteractionID will be set to zero. Indicates if this interaction was recorded by the Interaction Recorder. (Yes or No) IC Integration to Oracle Service Cloud Data Dictionary 6
Custom data elements written to the Oracle Service Cloud ININ$Interaction table SpeedToAnswer speed_to_ans Integer Type int_type String WorkTime inc_work_time Integer The amount of time in seconds that the agent took to answer the interaction. This duration is from the instant the interaction enters the agent's My Interaction queue until the interaction goes into a connected state. The type of interaction. Possible values are: 1 Call 2 Email 3 RNT_Web_Chat 4 I3_Web_Chat 5 I3_Email 6 Generic_Object 7 - Callback Specifies the amount of time in seconds that this specific incident was focused while associated to the interaction. The focused time is not incremented if the workspace was focused but not associated to an interaction. Custom data elements written to the ININ$InteractionDirection table Custom data elements written to the Oracle Service Cloud ININ$InteractionDirection table ID ID Integer A sequentially assigned number. Class_id Class_id Integer A sequentially assigned number. Name Name String DisplayOrder DisplayOrder Integer The text of the menu items. Currently: Inbound or Outbound A number assigned to determine the order of the menu items (Name). IC Integration to Oracle Service Cloud Data Dictionary 7
Custom data elements written to the ININ$InteractionType table Custom data elements written to the Oracle Service Cloud ININ$InteractionType table ID ID Integer A sequentially assigned number. Class_id Class_id Integer A sequentially assigned number. Name Name String DisplayOrder DisplayOrder Integer The text of the menu items. Currently: Call, Email, RNT_Web_Chat, I3_Web_Chat, I3_Email, Generic_Object, Callback A number assigned to determine the order of the menu items (Name). Custom data elements written to the ININ$Interaction2Incident table Custom data elements written to the Oracle Service Cloud ININ$Interaction2Incident table ID ID Integer A sequentially assigned number. IncidentID IncidentID Integer InteractionID InteractionID Integer WorkTime int_work_time Integer Used to join back to the Incidents table. Used to join back to the ININ$Interaction table. The amount of time in seconds that the associated workspace had focus. IC Integration to Oracle Service Cloud Data Dictionary 8
Custom data elements written to the ININ$Interaction2Chat table Custom data elements written to the Oracle Service Cloud ININ$Interaction2Chat table ID ID Integer A sequentially assigned number. ChatID ChatID Integer InteractionID InteractionID Integer WorkTime int_work_time Integer Used to join to the Oracle Service Cloud ChatID. Used to join back to the ININ$Interaction table. The amount of time in seconds that the associated workspace had focus. IC Integration to Oracle Service Cloud Data Dictionary 9
Change log Change log date June 9, 2010 July 12, 2012 Changes made Initial document created. Updated copyright information. January 22, 2013 Updated for 4.0 SU 3. August 29, 2014 September 29, 2014 February 3, 2015 Updated documentation to reflect changes required in the transition to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information. Updated the data fields in this documentation. The application has been rewritten and the field names are now matching the current version of the software. Added Support of the Oracle Service Cloud UI section. April 10, 2015 Updated for 2015 R3. April 30, 2015 Removed section Support of the Oracle Service Cloud UI. August 4, 2015 Updated for 2015 R4. October 9, 2015 Updated for 2016 R1. IC Integration to Oracle Service Cloud Data Dictionary 10