avaya™ interaction center · 6 data model reference for hrq 3 note the sequence of events that...

Avaya™ Interaction Center Release 6.0Data Model Reference for HRQ

DXX-1041-01Issue 2.0

June 2002

2002, Avaya Inc.All Rights Reserved

NoticeEvery effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommu-nications services.

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Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent, subcon-tractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

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Your Responsibility for Your Company's Telecommunications SecurityThe final responsibility for securing both this system and its networked equip-ment rests with you - an Avaya customer's system administrator, your telecom-munications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

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To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your:

• Avaya-provided telecommunications systems and their interfaces• Avaya-provided software applications, as well as their underlying

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Portions of Avaya Interaction Center include technology used under license as listed below, and are copyright of the respective companies and/or their licen-sors:

ActivePerl is a trademark of ActiveState Tool Corp. This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Cognos, Impromptu and Powerplay are registered trademarks of Cognos Incorporated. YACC++ is a registered trademark of Compiler Resources, Inc. APEX, ComponentOne, VideoSoft, True DBGrid, VSVIEW, SizerOne, VS-OCX, VSFlexGrid, VSFORUM, VSREPORTS, VSDOCX, VSSPELL, and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC. CT Connect, Dialogic, Intel, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Hummingbird is a registered trademark of Hummingbird, Ltd. SearchServer is a trademark of Hummingbird, Ltd. RISC System/6000 and DirectTalk/2 are trademarks of International Business Machines Corporation in the United States or other countries or both. IBM, OS/2, AS/400, CICS, WebSphere, CT, VisualAge, and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. VisualX is a registered trademark of Intergroup Technologies, Inc. ActiveX, Visio, Internet Explorer, Windows, Windows NT, Windows 2000, Win32s, SQL Server, Visual Basic, Visual C++, Outlook, and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. TimesTen is a registered trademark of TimesTen Performance Software. Oracle is a registered trademark, and Oracle8i and Oracle® SQL/Services are trademarks or registered trademarks of Oracle Corporation. Rogue Wave and .h++ are registered trademarks of Rogue Wave Software Inc. SourcePro is a trademark of Rogue Wave Software, Inc. Siebel is a trademark of Siebel Systems, Inc. BasicScript is a registered trademark of Summit Software Company. Sun, iPlanet, Java, Solaris JRE, J2EE, JavaServer Pages, and all Java-based trademarks are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. SPARC is a registered trademark of SPARC International, Inc. Products bearing SPARC trademarks are based on an architecture devel-oped by Sun Microsystems, Inc. In3D is a trademark of Visual Insights, Inc. InstallShield® is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. ORBacus is a trademark of IONA Technologies PLC. Formula One is a licensed trademark and Tidestone Technologies, Inc. Visual Components, First Impression, and VisualSpeller are registered trademarks of Tidestone Technologies, Inc. JRun is a trademark of Macromedia, Inc. in the United States and/or other countries. Intervoice is a registered trademark of Intervoice-Brite, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Acrobat is a registered trademark of Adobe Systems.

Other product and brand names are trademarks of their respective owners.

AcknowledgmentThis document was written by the CRM Information Development group of Avaya

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3

BEFORE YOU BEGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1 HRQ DATA MODEL ENTITIES AND ATTRIBUTES . . . . . . . . . . . . . . . . . . 9Entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2 HRQ DATA MODEL ALIASES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

3 HRQ DATA MODEL PARENT/CHILD RELATIONSHIPS. . . . . . . . . . . . . . 65Parent/Child Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

CONTENTS

4 Data Model Reference for HRQ

Contents

5

BEFORE YOU BEGIN

Typographical ConventionsThis guide uses the following font conventions:

Notes, Tips, and Cautions

Note: A note calls attention to important information.

Tip: A tip offers additional how-to advice.

Caution: A caution points out actions that may lead to data loss or other serious problems.

Contacting Technical SupportIf you are having trouble using Avaya software, you should:

1 Retry the action. Carefully follow the instructions in written or online documentation.

2 Check the documentation that came with your hardware for maintenance or hardware-related issues.

Font Type Meaning

code This font signifies commands, information that you enter into the computer, or information contained in a file on your computer.

italics This font is used to add emphasis to important words and for references to other chapter names and manual titles.

It also indicates variables in a command string.

jump Blue text in online documents indicates a hypertext jump to related information. To view the related material, click on the blue text.

!


3 Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available.

4 If you continue to have a problem, contact Avaya Technical Support by:

� Logging in to the Avaya Technical Support Web site (http://www.avaya.com/support/qq).

� Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays):� Toll free in the U.S. only: 1-888-TECH-SPT (1-888-832-4778)� Direct line for international and domestic calls: 512-425-2201� Direct line for faxes: 512-719-8225

� Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to www.avaya.com for further information.

Product DocumentationMost Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM.

Readme File

The Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software.

Electronic Documentation

The electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM.

You can also view the documentation set online at http://www.avayadocs.com.

http://www.avaya.com/support/qq

http://www.avaya.com

http://www.avayadocs.com

Educational Services

Issue 2.0 June 2002 7

Printed Documentation

You can purchase printed copies of these manuals separately. For details, see Ordering Informationon the back of this manual’s title page.

License to Print the Electronic Documentation

Online copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a “Licensee”) is entitled to make this online documentation available on an internal network or “intranet” solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes.

Right-To-Print License Terms

Documents must be printed “as-is” from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked “For internal use only within <Licensee> only.” on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation.

Educational ServicesAvaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us:� Through the web at http://www.avaya-learning.com� Over the telephone at 800-288-5327 (within the U.S.) +001 303-406-6089 (outside of the U.S.)� Through email at [email protected]

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9

CHAPTER 1HRQ DATA MODEL ENTITIES AND ATTRIBUTES

This chapter contains a list of data model entities for HRQ, and a brief description of each entity,

followed by the attributes tables for the entities.

For a graphical representation of the these entities and their relationships, refer to the Data Model Diagram included with this manual.

For tables listing the aliases associated with these entities, see “HRQ Data Model Aliases,” on page 55. For tables showing the parent/child relationships between these entities, see “HRQ Data Model Parent/Child Relationships,” on page 65.

Note: In some instances, field names are too long to display in a single line and have been broken to fit the columns. In these instances, the field names have been divided at the “.” or “_” mark. In all instances, the field names in various columns should be treated as single rather than multiple words.

Chapter 1 HRQ Data Model Entities and Attributes


Entities

Entity Name Description

address Contains all Postal addresses used in the system.

appprofile Only one record in this table. Used to control the system processing, and link default records. Changing values will cause system to behave differently.

benefitplan A description of a benefit or group of benefits offered to participants.

caller Caller to the HR center.

callerdocument0 M to N intersection of callers and documents.

category A grouping for like requests, used to standardize the resolution of similar issues. Organized in a hierarchy defined by the names of the categories.

categorycodes Reference table.

channel Information about midias available to the agent.

contact An incoming communication with a caller that generates or refers to one or more issues.

document Documents (of various formats).

employee An employee at the enterprise who handles tasks.

employee_old Contains information about people working in a Call Center and in the company.

employeeaddress Employee addresses.

employeeemail Email addresses for an employee.

employeephone Phone numbers for employee.

emporganization Employee organization, used to categorize employees within the system.

enrollment Intersection table allowing participants enrollment in many benefit plans.

groupmember Employees linked to workgroup.

groupmember_old Defines who belongs in a workgroup, and what are the groupings of employees within the workgroup.

issue One of possibly many reasons that a caller calls. This is what is recorded and worked on to solve or report.

issueaction Notification action rules for issue records.

issuedocument0 M to N table allowing many issues to be linked to many documents.

issueescalation Escalation rules for issue records.

issuetemplate Templates for common issues.

itemlink Holds linkage between Table Records and Item Records. Used to relate generated items back into the application context.

jobgrade A classification assigned to jobs to determine level of benefits, salary ranges, etc.

jobposition The title that describes this job e.g. sr software engineer.

Entities


litlineitem A specific item included in a literature order. Could come from a package or be entered manually.

litorder A series of literature items to be sent to a specific caller.

litorderaction Defines who should be notified, and when, about a LitOrder.

litorderescalation Escalation rules for lit orders.

litstock Literature items that make up the library of items available for fulfilling a customer. Also includes items of value that are used for compensation. A voucher is a specific subtype that is printed on a separate form and needs to have a value filled in by the agent.

litstockpackage0 Intersection between lit stock and lit packages.

location Physical location where the participant works. It may be linked to a street address.

organization The organization the participant works for. Usually describes a function like accounting or legal.

outcomecodes Reference table.

package A collection of Literature items and possibly a template package. Used to send a predetermined fulfillment order to a caller.

participant Participant Information an employee (current or retired).

participantdep Intersection table allowing participant to have many dependents and dependents to belong to more than one participant.

property An attribute of an eContact client or service. Could be used to define the color or theme of a widget or the behavior of client application components.

propinstance Links a property to the level in the database the setting is defined. System, tenancy, group or agent/user.

propsection Property sections are ways to group properties by functional unit i.e. wrap up code table, email, soft phone.

propvalue Predefined values for a specific property.

queue The Queue table.

qw_alert

qw_batch Contains information pertaining to the batches created to support letter and form printing, emailing and faxing.

qw_batchgroup Contains information about grouping of Batches.

qw_consolelayout Contains information about console layout.

qw_destination Contains information about the specific output destinations for letters and forms.

qw_doc

qw_eduviewerlayout Contains information about the eduviewer layout.

qw_events

qw_flow Contains the flow file.




qw_flow_page_dhtml Contains the DHTML and JavaScript presentation.

qw_flow_page_xml Contains the XML generated by DHTML editor.

qw_flowset Contains information about the flowset.

qw_images Contains information on images that can be placed into Letter Generation Items.

qw_includedtmpl Holds what templates are included in other templates.

qw_item Contains information about the individual letters and forms in item packs and in batches.

qw_itempack Contains information about the grouping of items from the qw_item table.

qw_reports

qw_reporttmplpk0 M:N table linking report (template) to template pack.

qw_response Contains information about Prompter response.

qw_routinginfo Contains information about the specific output devices to be used for printing letters and forms.

qw_rptsched

qw_schedule

qw_templatepack Contains information about template packs.

reasoncodes Reference table.

repos_contact An event that occurs when a customer establishes communication with the enterprise.

retirementplanelg Retirement Plan Eligibility -- current status of vesting in the company retirement plan.

solutionlink Intermediate table between issues and solutions.

task Actions to be taken to meet a caller’s needs.

taskaction Notification Plan for changes in the status of a task.

taskescalation Escalation notification if a task does not reach a particular state in a set timeframe.

tasktemplate Predefined values for fields within a task, used to help insure a common approach when requests need to be handled by consistent tasks.

tenant Each tenant has a separate customer database.

wc_auth Authentication table for Web Agent.

webqauth Used to determine access for WebQ or BatchQ.

workgroup Grouping of employees.

workgroup_old A named grouping of employees, used in assigning responsibilities to a team, or escalating problems through the ranks.

workgroupqueue Used to define which workgroups are assigned to a queue.

zipcode Lookup table for zip codes and cities.


Attributes


AttributesThe attribute tables contain the following information:� Attribute Name — The attributes associated with the entity� Attribute Description — Description of the contents of the attribute field� Data Type — Type of data that the field contains� Len — Field length� Valid Values or Min/Max — Indicates valid or minimum/maximum values, and default values

where applicable� Req — Indicates whether or not the field is required� His — Indicates if changes are recorded in the history field for that record� Read Only — If marked, indicates a Read Only field

address

appprofile

Attribute Name Attribute Description Data type LenValid Values Or Min/Max

Req HisReadOnly

address1 First line of an address Varchar 40

address2 Second line of an address Varchar 40

billing Billing address Integer Max=1, Min=0

caller_key Link to Caller Integer

city City Varchar 40

country Country Varchar 40

location The general location of this address

Enum Home, Business, Other

X

location_key Foreign link Varchar 40

pkey Primary key Serial X X

shipping Shipping address Integer Max=1, Min=0, Default=0

state State Varchar 40

zipcode Zip code or postal code Varchar 20


Req HisReadOnly

batchsubjectline Subject line for faxes and emails created from letter generation

Varchar 255 X

category_key Foreign link to default category for fulfillments

Integer X

fulfillmentbatch Name of the batch that all fulfillment letters are sent.

Varchar 255 X X



benefitplan

caller

history History field Text X

litordernoprefix Prefix to use when building a Literature Request Order #

Varchar 20 X

litordersubject The subject line for electronic fulfillment

Varchar 255 X X

litordersummary String substituted into the issue summary field if a lit order is created without an issue.

Varchar 255 X X

litordpicklist_key Link to Report used for generating a Pick List for Fulfillment.

Integer X

picklistdir The directory location used by Process Order. Where to send or append the pick list that it will cause to be generated from a Fulfillment

Varchar 50 X

picklistprefix Prefix to use when generating names for Pick Lists.

Varchar 40 X

pkey Primary key. Serial X X


Req HisReadOnly

plancode Primary Key Varchar 20 X

plandesc More description about this plan Varchar 140


Req HisReadOnly

cellularphone Cellular phone number Varchar 20

comments Notes about caller Text

email Email address Varchar 40

fax Fax number Varchar 30

firstname First name Varchar 40 X

fullname Full name Varchar 80

lastname Last name Varchar 40 X

loginid Web center login id for the customer

Varchar 20

organization Organization name that caller is affiliated with

Varchar 80

pager This is the pager number Varchar 20

pagerpin Pin for the pager if necessary Varchar 20


Req HisReadOnly

Attributes


callerdocument0

category

categorycodes

participant_key Foreign link to remember if this participant has called before

Varchar 40

phone Phone of caller Varchar 20

phone2 Second phone number Varchar 30


soundex Soundex code for name Varchar 8


Req HisReadOnly

caller_key Foreign link Integer X

callerdoc_key Foreign link Integer X


Req HisReadOnly

categorylevel Hierarchical level of category Integer X

description Description of category Varchar 80

has_template Does this category have a quickIssue template?

Integer Max=1, Min=0

name Name of category Varchar 80 X

notes Long text notes about category Text

package_key Foreign link Integer


workgroup_key Workgroup used to solve problems of this type

Integer


Req HisReadOnly

name The key to this name,value pair Varchar 20 X

value The actual value corresponding to the name

Varchar 20


Req HisReadOnly



channel

contact


Req HisReadOnly

callbackenableflag Permits agent to handle callback task.

Integer Max = 1, Min = 0, Default = 0

channeltype Media type of the channel Enum <TD>email,chat,voice,voip,

X X

chatpacenabledflag Allows agent to do proactive contacts


disablechannelflag If set then this channel is disabled Integer Max = 1, Min = 0, Default = 0

emailautonext If enabled then the agent automatically gets a new email


emailfullheader Id set then the user sees entire email header


employee_key Employee that has the channel Integer X X

loginid Loginid for channel, if required by media

Varchar 80 X

password Agent's password for media, if required

Varchar 80


port Port on server for channel (If applicable)

Varchar 20

server Server for Channel (If applicable) Varchar 40

taskceiling Maximum number of tasks an agent can have at one time on this channel.

Integer Min = 0, Default = 1

taskload Integer Min = 0, Default = 0

X

url URL address for channel (If applicable)

Varchar 255

voiceequipment Telephony equipment Varchar 255

voicephonetype Phone type the agent will be using. Varchar 255

voicequeue Voice Queue that Agent belongs to.

Varchar 20


Req HisReadOnly

agent_key Link to the Agent table Integer

caller_key Link to the Caller table Integer

Attributes


document

employee

dateentered Date contact entered DateTime X


type Type of contact, probably should be fetched from the switch

Enum Phone, Email, Web, Letter, Default = Phone


Req HisReadOnly

description More description of the document Varchar 255

doctext Document text (binary blob) Binary

filename Full filename, with extension Varchar 80 X

location Is it local (in DB) or on disk? Enum Database, Directory, Default = Directory

X


type Type or source of document Enum In, Out


Req HisReadOnly

autoagentflag If set then this is not a human agent, but a software agent

Integer Max=1, Min=0, Default=0

X

changepasswordflag Informs the client that the employee’s password should be changed.


communicatepref Method to communicate with employee

Enum Phone, Email, Fax, Pager

X

datecreated Date the employee record was created.

DateTime

datemodified Last time the record was modified. DateTime

deletedflag If set then this employee is deleted from the system and totally inactive


X

disableloginflag If set the agent is not able to login to the system


X

domain Directory Server domain Varchar 20 X


Req HisReadOnly



electronsignature A pointer to the file containing this employee’s digitized signature

Varchar 80 X X

email WARNING!!! DO NOT CHANGE!!! This field is for display purposes only!!! Data is maintained externally!!!

Varchar 255 X

employeeid Employee ID Varchar 40 X

firstname Agent’s first name Varchar 20 X X

fulfillmentlimit The upper limit in local currency value that an agent can give a customer on an individual fulfillment

Money X

fullname Concatenation of firstname and lastname

Varchar 80 X X

group Directory server group Varchar 20 X

history Keeps track of changes to selected fields

Text X

lastname Agent’s last name Varchar 20 X X

location Location Varchar 20 X

loginname The identifier that the agent uses to log in to the application

Varchar 32 X X

manager_key Link to manager table Integer

manager_name This agent’s manager Varchar 80 X

managerflag Is employee a manager? Integer Max=1, Min=0

X

middlename Agent’s middle initial Varchar 20 X

notes Long text notes Text

organization_key Link to organization table Integer

password Password for login into eContact Varchar 40

phone WARNING!!! DO NOT CHANGE!!! This field is for display purposes only!!! Data is maintained externally!!!

Varchar 80 X

pkey Primary Key Serial X X

preferredname The name an agent prefers to be called by.

Varchar 80 X X

prefixname Agent’s prefix Varchar 20 X

role_administrator Administrator role is essentially a super user


X

role_agent Agent role, see documentation for details


X

role_clerk Clerk role, see documentation for details


X


Req HisReadOnly

Attributes


employee_old

role_operator Operator role, see documentation for details


X

role_postmaster Postmaster role, see documentation for details


X

role_supervisor Supervisor role see documentation for details


X

salutation Agent’s salutation Varchar 20 X

site Site Varchar 20 X

soundex Soundex code for spelling of last name

Varchar 8

suffixname Agent’s suffix Varchar 20 X

taskceiling The maximum Task Load an agent can have. Settable only by Admin.

Integer Min=0, Default=1

X X

taskload The number of tasks that this agent can handle concurrently. Can be changed by the agent.

Integer Min=0 X X

title Name title Varchar 40 X

voiceconfig Temporary field for voice configuration

Varchar 255 X

webpage URL of web page Varchar 80 X


Req HisReadOnly

availability Is employee available to take calls?


communicatepref Method to contact employee Enum Phone, Email, Fax, Pager

department Department Varchar 20

email Email address Varchar 40

employeeid Employee ID Varchar 40 X X


firstname First name Varchar 25 X X

fullname Full name Varchar 64

lastname Last name Varchar 50 X X

loginname Login name Varchar 40 X X

mailstop Mail stop Varchar 20

manager_key Link to manager table Integer


Req HisReadOnly



employeeaddress

managerrole Is employee a manager? Integer Max=1, Min=0

X


ownerrole Can employee be assigned as an owner?


X

pager Pager number Varchar 30

phone Phone number Varchar 30



soundex Soundex code for spelling of last name

Varchar 4

supportrole Can the employee be an agent? Integer Max=1, Min=0

X

title Job title Varchar 40


Req HisReadOnly

addresstype What is the type of address? Enum office, home, other

building Building name if relevant to the postal address

Varchar 255

city City part of address Varchar 255

company Company name e.g. Acme Widget Varchar 255

country Country of the address Varchar 40

employee_key FF link to employee Integer X

locality General description if needed for address

Varchar 255

mailstop Mail stop Varchar 20


pobox Post Office Box Varchar 20

postalcode Alphanumeric code assigned by postal service to facilitate mail delivery

Varchar 10

spareline Additional line if necessary for address.

Varchar 255

state State part of address Varchar 40

street Street part of address Varchar 255


Req HisReadOnly

Attributes


employeeemail

employeephone

emporganization


Req HisReadOnly

address Email address Varchar 255 X

emailtype The purpose of the email address. Used to find the proper address for specific needs.

Enum primary, routing, internal, personal

X




Req HisReadOnly


extension Phone extension Varchar 20

phonenumber Phone number Varchar 40 X

phonetype Phone number type Enum primary, secondary, mobile, pager, home, fax

X



Req HisReadOnly

datemodified Date last modified DateTime X

description Description Varchar 80

emporganization_key Recursive link back to the organization (parent org)

Integer


name Organization name Varchar 40 X


phone Phone number Varchar 30



soundex Soundex codes for name Varchar 4



enrollment

groupmember

groupmember_old


Req HisReadOnly

benefitplan_key Foreign link Varchar 20

coveragelevel How inclusive is the coverage for this participant

Varchar 20

dateeffective Date benefit is effective DateTime

dateterminated Date benefit is terminated DateTime

dependent_key Foreign link Varchar 40

participant_key Participant Varchar 40



Req HisReadOnly

employeegroup Foreign field link to employee Integer

notifymethod How to contact this member Enum Alert, Email, Pager, Fax

X


tier Used in escalations and actions to subdivide the workgroup


X

workgroupgroup FF to workgroup Integer X

workgrouporder This field is used to sort the workgroups in the GUI of IC Manager. The lower the number the more important the workgroup for this agent

Integer Min=0 X X


Req HisReadOnly

employeegroup Link to employee table Integer X

notifymethod How to contact this member Enum Alert, Email, Pager, Fax

X


tier Workgroup tier this member belongs to

Integer X

workgroupgroup Link to workgroup table Integer X

Attributes


issue


Req HisReadOnly

agent_key Link to agent table Integer X X

callbackmethod Method to contact customer Enum Phone, Email, Fax, Pager, Mail

X

category_key Link to category table Integer X X

cclist Email addresses of interested parties

Varchar 240 X

contact_key Link to the contact table Integer X X

dateassigned Date issue was assigned to workgroup

DateTime X

dateowned Date issue was assigned to owner DateTime X

datereported Date issue was reported DateTime X X

dateresolved Date issue was resolved DateTime X X

escstatus Internal field that summarizes current state of issue for escalations

Integer

history History of changes made to issue Text

issuerole The role of the caller in this issue Enum Self, Spouse, Medical Inquiry, Legal Inquiry, Other, Default=Self

X

issuestatus Status of issue Enum 1-New,2-Assigned,3-Owned,4-Closed,5-Cancelled,6-Pended

X X

issuetemplate_key This key is set if the issue is created from an issue template. Used to create tasks.

Integer X

nextcontactdate Date/time of next contact DateTime X

origin How this issue arrived Enum Phone, Voice Mail, Letter, Fax, Email, WebQ, Walk Up, Self, Download

X

owner_key Link to owner table Integer X

participant_key Participant Varchar 40 X

phonetime Amount of time spent on phone support

Interval



issueaction

pkey Issue ID - primary key Serial X X X

priority Priority Enum 1-Low,2-Medium,3-High,4-Critical,5-Special

X X

researchtime Amount of time doing off-phone research

Interval X

resolutiontext Action taken to resolve issue (long text)

Text

solution_key Resolution (wrapup code) Integer X

solutionpath Path to solution topic in Beneflex et al

Varchar 120

solutiontype Type of solution document Enum Solution, Beneflex

X

summary Summary of issue Varchar 240 X X

summarytext Long description of issue Text X

timetoclose Amount of time between creating the issue and putting it in closed status

Interval X X

totalphonetime Total time spent on phone support Interval X X

totalresearchtime Total time spent on research Interval X X

totalsupporttime Total support time (phone + research)

Interval X X

workgroup_key Link to workgroup table Integer X


Req HisReadOnly

message Body of notification message Text

method How message is to be sent Enum Alert, Email, Fax, Pager, Default = Alert

name Action rule name Varchar 80 X


recipient Who shall receive the notification? Enum Agent, Workgroup, Owner, Manager, CC List

X

recordinfo Include contents of associated record?



Req HisReadOnly

Attributes


issuedocument0

issueescalation

statusevent Status value that invokes this action

Enum 1-New,2-Assigned,3-Owned,4-Closed,5-Cancelled,6-Pended

X

subject Subject line for notification message

Varchar 240


Req HisReadOnly

issue_key Foreign link to issue Integer X

issuedoc_key Foreign link to document Integer X


Req HisReadOnly

category_key Category constraint upon this escalation

Integer

delay Amount of time to wait before firing rule

Integer Min=1 X

delayunits Time units for waiting before firing rule

Enum Minutes, Hours

X

inheritance Should the linked category inherit escalations of any of its parent categories


name Escalation rule name Varchar 80 X

newstatus A status of an issue that might trigger an escalation

Enum 1-New,2-Assigned,3-Owned

X

notifytarget Which workgroup should be notified

Enum Primary Workgroup,Escalation Workgroup

X


priority Priority that this rule applies to Enum 1-Low,2-Medium,3-High,4-Critical,5-Special

repeated Is this rule to be fired repeatedly? Integer Max=1, Min=0


Req HisReadOnly



issuetemplate

itemlink

subject Notification message subject Varchar 240 X

tier Which tier of notify target will be notified

Integer Default=1 X

type Event or condition that causes rule to fire

Enum Not Assigned, Not Owned, Not Closed

X



Req HisReadOnly

category_key Foreign link Integer


Varchar 240 X

daystocontact Number of days until next contact Integer X

issuestatus Status of issue Enum 1-New, 4-Closed


priority Priority Enum 1-Low,2-Medium,3-High,4-Critical,5-Special

resolutiontext Resolution of issue (long text) Text

summary Summary of issue Varchar 80 X

summarytext Long description of issue Text


Req HisReadOnly

itemkey Holds Primary Key of Item Record Integer


tablekey Holds Primary key of tablename that item is linked to

Integer

tablename Name of table this item is linked to Varchar 20


Req HisReadOnly

Attributes


jobgrade

jobposition

litlineitem

litorder


Req HisReadOnly

description Other information about the job grade

Varchar 80

name The code or short name this grade is known as GS14, for example

Varchar 20

pkey Primary key comes from another system

Varchar 40 X


Req HisReadOnly

description Other information about the job position

Varchar 80

name The name this grade is known as. Sr. software engineer, for example.

Varchar 20

pkey Primary key comes from another system

Varchar 40 X


Req HisReadOnly

order_key Foreign link Integer X


quantity How many of this particular item are to be sent


X

stock_key Foreign link Integer X


Req HisReadOnly

address1 1st address line where to send the order

Varchar 40 X

address2 2nd address line where to send the order

Varchar 40

agent_key Link to Agent Table Integer X

caller_key Link to Caller Table Integer X

city City part of address Varchar 40 X

dateentered Date order entered into system DateTime X

dateshipped Date the order was put in processed state

DateTime X



litorderaction

email Destination email address Varchar 60

escstatus Internal field that summarizes current state of litorder for escalations

Integer

fax Destination fax number Varchar 20

instructions Special instructions for the order Varchar 50

issue_key Foreign field Integer

orderno Pkey plus prefix from app profile Varchar 20 X

orderstatus Current status of the order Enum 1-New,2-Assigned,3-Owned,4-Processed,5-Cancelled

X

owner_key Link to owner table Integer


shipmethod How should it be sent Enum FedEx, UPS, USPS, Default = FedEx

shippingagent Name of person who pressed the process order button

Varchar 40 X

state State part of the address Varchar 40

templatepack_key Link to Template Pack Table Integer

workgroup_key Link to workgroup table Integer

zipcode Zip or postal code part of the address

Varchar 20 X


Req HisReadOnly


method How message is to be sent Enum Alert, Email, Fax, Page

name Name of action Varchar 80 X


recipient Who will receive the notification Enum Agent, Workgroup, Owner

X




Req HisReadOnly

Attributes


litorderescalation

litstock


Enum 1-New,2-Assigned,3-Owned,4-Processed,5-Cancelled

X

subject What is subject line for message Varchar 240 X


Req HisReadOnly


Integer Min=1 X


Enum Minutes, Hours

X



Enum 1-New,2-Assigned,3-Owned

X



X





Integer Default=1 X


Enum Not Assigned, Not Owned, Not Processed

X



Req HisReadOnly

datestockavailable Date stock will be available, if none now

Date

deliverymechanism How this item is to be delivered Enum Mail, Email, Fax, Default = Mail

X


Req HisReadOnly



litstockpackage0

location

description Short item description Varchar 80 X

filepath File path and name for disk documents used as source for this item

Varchar 120

filetext File text (binary blob) Binary

name Name of the item Varchar 40 X

noreordered The number of items that were reordered

Varchar 20

owner_key Foreign field Integer


stockactual Actual stock in the warehouse Integer Min=0

stockcommitted Stock committed but unfulfilled Integer Min=0, Default=0

X

stocklocation Warehouse location of stock item Varchar 20

stockreorderlevel Level at which a reorder will be generated

Integer Min=0

stockreordersize Minimum size of the stock reorder Integer Min=0

stockstatus Status of the stock item Enum Current, Retired, Default = Current

X


Req HisReadOnly

litstock_key Foreign link Integer X

package_key Foreign link Integer X


Req HisReadOnly

description What this location is known as. (e.g. headquarters, or the Flood Building)

Varchar 80

locaddress_key Street address for this location Integer

parentlocation_key Foreign link Varchar 40

pkey Primary key loaded from another system

Varchar 40 X


Req HisReadOnly

Attributes


organization

outcomecodes

package

participant


Req HisReadOnly

name The business name of the organization

Varchar 40

organization_key Parent organization key Varchar 40

pkey Primary key of the organization loaded from another system

Varchar 40 X


Req HisReadOnly

name key for this name, value pair Varchar 20 X

value the actual value for this name, value pair

Varchar 20


Req HisReadOnly

name Package name Varchar 20 X


templatepack_key Link to Template Pack Table Integer


Req HisReadOnly

birth_last_name Participant’s last name at birth Varchar 25

birthdate Birthdate Date X

dependent_flag Set to one if this participant is actually a dependent of a participant


emergencycontact Person who should be contacted in event of an emergency

Varchar 60

emrgncycntctalt Alternate emergency contact Varchar 60

emrgncyctaltph1 Day phone number for alternate emergency contact

Varchar 20

emrgncyctaltph2 Evening phone number of the alternate emergency contact

Varchar 20

emrgncyctphone1 Day phone number of the emergency contact

Varchar 20

emrgncyctphone2 Evening phone number of the emergency contact

Varchar 20

firstname First name of participant Varchar 20 X



participantdep

property

jobgrade_key The participant’s current job grade Varchar 40

jobposition_key Foreign link Varchar 40

known_as_name Nickname Varchar 25

lastname Last name Varchar 20 X

location_key Current work location for this participant

Varchar 40

manager_flag Set to one if this participant can be assigned as another participant’s manager


manager_key Foreign link Varchar 40

marital_status_dsc Current marital status. For example, single or married

Varchar 15

mdl_initials_txt Middle initials Varchar 10

organization_key The business organization that the participant is currently working for

Varchar 40

pkey Primary key Varchar 40 X

sex_code Male or female Varchar 1 X

ssn Social security number Varchar 12


Req HisReadOnly

dependent_key Foreign link to dependent alias Varchar 40 X

participant_key Foreign link to participant Varchar 40 X


Req HisReadOnly

agentflag If set then the property can be set at the agent level


cumulativeflag If set the values for this property are cumulative, the settings are taken as a group, and there is no override


datatype Database type of property, used to help validate datatype of values if predefined and setting is not.

Enum boolean, datetime, integer, longtext, string

X

description Description of property. Should be explicit so that how it works is understood

Varchar 255 X


Req HisReadOnly

Attributes


propinstance

name Name of property Varchar 160 X


predefinedflag If set there are value records that contain the legal values for this property


propsection_key FF link to section that contains the property

Integer X

requiredflag If property is required, then it should be set at the system level so that there is a default.


systemflag If set this property can be defined at the system level


tenantflag If set the this property can be defined at the tenancy level


workgroupflag If set then this property can be set at the workgroup level



Req HisReadOnly

employee_key FF link to agent, filled if type is agent

Integer

instancelevel Scope of the setting. Determines which FF will be filled.

Enum system, tenant, workgroup, employee, customer

X

overrideflag If set then a property set at a lower scope can override this setting. Only useful for properties without the cumulitiveflag set



property_key FF link to property being defined Integer X

propvalue_key FF link to predefined value record, required if predefinedflag is set on property

Integer

tenant_key FF link to tenancy, filled if type is tenancy

Integer

value_lt Long text value if type is selected in the property record

Text

value_str Value selected for the property Varchar 255 X

workgroup_key FF link to workgroup, filled if type is workgroup

Integer


Req HisReadOnly



propsection

propvalue

queue


Req HisReadOnly

description Description of property section Varchar 255 X

name Name of property section Varchar 160 X



Req HisReadOnly

description Description of the value, should explain the system reaction, and value meaning

Varchar 255 X


predefinedvalue The text value defined for a property

Varchar 255 X

property_key FF link to the property Integer X


Req HisReadOnly

chatinboundemail Email address for Queue Varchar 255

chatscript_key Key to the Plaid script for Chat queues.

Integer

deletedflag If set, this queue has been deleted. Integer Max = 1, Min = 0, Default = 0

desired_handle Integer Default = 0

emailbounce_key Message bounce resource Integer

emailexpiresflag Integer Max = 1, Min = 0, Default = 0

emailfollowup_key Email follow-up message resource Integer

emailfooter_key Email footer resource Integer

emailheader_key Email header resource Integer

emailnewmsg_key Email new message resource Integer

emailreplytoagent Email reply to agent flag Integer Max = 1, Min = 0, Default = 1

emailreturnaddress Address to place in from field of outging messages.

Varchar 255

emailscript_key Key to the Email script for Email queues.

Integer

Attributes


qw_alert

emailthreshred Red threshold (minutes) Integer Min = 0, Default = 1440

emailthreshyellow Elapsed seconds for this threshold (minutes)

Integer Min = 0, Default = 720

emailtimeout Email expiration timeout (minutes) Integer Default = 600

emailvalidateflag Validate email address Integer Max = 1, Min = 0, Default = 0

emailvalrespflag Integer Max = 1, Min = 0, Default = 0

media Media type of the queue Enum <TD>chat,email,voice,voip,

X

minimumagents at least this many agents Integer


priority queue priority Integer

queueid The Queue ID Varchar 50 X

queuename Name of the Queue Varchar 255 X

queuetype Type of Queue this is. Enum <TD>generic,email,voice,web, Default = generic

servicelevel number of seconds contact should be answered by

Integer

site where the queue is located Varchar 30

tenant_key Integer


Req HisReadOnly

addressee Varchar 255

alerttype Varchar 20

dateposted DateTime

message Varchar 255

qwkey Serial X X

sender Varchar 255

severity Integer

tablekey Integer

tablename Varchar 100


Req HisReadOnly



qw_batch


Req HisReadOnly

autofreezeflag Is autofreeze feature enabled? Integer

autofreezelimit Maximum number of items that can be added before autofreeze

Integer

barcodes Are barcodes to be printed? Integer Max=1, Min=0

batchgroup_key Link to the qw_batchgroup table Integer

batchstatus Status of a batch (Open, Frozen, Processed, or Closed)

Enum Open, Frozen, Processed, Closed

X

batchtype Type of batch (Perpetual or Single-Use)

Enum Perpetual, Single-Use

X

bcccopies Number of BCC copies (to each BCC addressee)

Integer Default = 1

bccdest_key Link to the qw_destination table for BCC copies

Integer

cccopies Number of CC copies (to each CC addressee)

Integer Default = 1

ccdest_key Link to the qw_destination table for CC copies

Integer

dateclosed Date and time the batch was closed

DateTime

datecreated Date and time the batch was created

DateTime

datefrozen Date and time the batch was frozen

DateTime

datelastprocessed Date and time the batch was last processed

DateTime

datemodified Date and time the batch was modified

DateTime

dateprocessed Date and time the batch was fully-processed

DateTime

labelcopies Number of label copies Integer Default = 1

labeldest_key Link to the qw_destination table for labels

Integer

labelformat Name of label format Varchar 255

misccopies Number of miscellaneous item copies

Integer Default = 1

miscdest_key Link to the qw_destination table for miscellaneous items routed to a batch

Integer

name Unique name of a batch Varchar 255 X


sec1copies Number of section 1 copies Integer Default = 1

Attributes


qw_batchgroup

qw_consolelayout

qw_destination

sec1dest_key Link to the qw_destination table for the first page

Integer

sec2copies Number of section 2 copies Integer Default = 1

sec2dest_key Link to the qw_destination table for pages 2-n

Integer

sortorder Order that items are processed (None, Agent, or Zipcode)

Enum None, Agent, Zipcode

X


Req HisReadOnly

description A short description Varchar 255

name User-friendly name Varchar 255 X



Req HisReadOnly

datemodified Date and time the layout was last modified

DateTime

description The description of the spec Varchar 255

name The name of the spec Varchar 255


qw_apps_key Link to the qw_apps table Integer

text The Spec text Text


Req HisReadOnly

bottommargin Varchar 5

datecreated Date and time when the destination record was created

DateTime

datemodified Date and time when the destination record was last modified

DateTime

filename Name of the file where information will be stored

Varchar 255

leftmargin Varchar 5

marginunits Enum Inches, Cms

method Type of destination (Printer, Email, Fax, or File)

Enum Print, Email, Fax, File

X


Req HisReadOnly



qw_doc

qw_eduviewerlayout

name Unique logical name of destination Varchar 255 X


printername Name of printer if method is Print Varchar 255

printersource Name of printer source if method is Print

Varchar 255 Default = Automatically Select

printersourcebin Bin number of printer source if method is Print

Integer Default = 0

rightmargin Varchar 5

topmargin Varchar 5


Req HisReadOnly

doc Binary

eventkey Integer

filename Varchar 255

qwkey Serial X X

ref Varchar 255

sequence Integer

type Integer


Req HisReadOnly

datemodified Date and time the layout was last modified

DateTime

description The description of the spec Varchar 255

name The name of the spec Varchar 255


qw_apps_key Link to the qw_apps table Integer

text The Spec text Text


Req HisReadOnly

Attributes


qw_events

qw_flow


Req HisReadOnly

action Integer Default = 0

address2 Varchar 255

addressee Varchar 255

agent Integer Default = 0

datemodified DateTime

escalationkey Integer

escstatus Integer

message Varchar 255

ownerkey Integer

ownerkeyname The key name of the FKey to the owner from the table listed in the tablename field.If valued, it is used by event server to get the currently linked workgroup

Varchar 100

qwkey Serial X X

repeatinterval Integer

rptschedkey Integer

sender Varchar 255

severity Integer

state Integer Default = 0

tablekey Integer

tablename Varchar 100

tier Integer

when DateTime

workgroupkey Integer

workgroupkeyname The key name of the FKey to workgroup from the table listed in the tablename field. If valued, it is used by event server to get the currently linked workgroup

Varchar 100


Req HisReadOnly

flowset_key Link to qw_flowset Integer

name The name of the flow Varchar 255 X


text The flow from text file Text

type The type of the flow Integer Default = 0

version The version of the flow Integer Default = 1



qw_flow_page_dhtml

qw_flow_page_xml

qw_flowset

qw_images


Req HisReadOnly

flow_key Link to qw_flow Integer

name The name of the flow page DHTML Varchar 255


text The DHTML/JavaScript presentation

Text

version The version of the flow page DHTML

Integer Default = 1


Req HisReadOnly

flow_key Link to qw_flow Integer

name The name of the flow page XML Varchar 255


text The XML fragments Text

version The version of the flow page XML Integer Default = 1


Req HisReadOnly

name The name of the flowset Varchar 255 X


version The version of the flowset Integer Default = 1


Req HisReadOnly

createdate Create date DateTime

data File data Binary

filename Full path, with extension Varchar 255

name File name, with extension Varchar 255 X


Attributes


qw_includedtmpl

qw_item


Req HisReadOnly

basetmpl_key The base template record that contains the included template record.

Integer

includedtmpl_key Key to template record included in base template.

Integer



Req HisReadOnly

agentid ID of the agent who sent the item Varchar 40

batch_key Link to the qw_batch table Integer X

datecreated Date and time the item was created

DateTime

dateitemfirstsent Date and time the item was first sent

DateTime

dateitemlastsent Date and time the item was last sent

DateTime

datesec1firstsent Date and time section 1 was first sent

DateTime

datesec1lastsent Date and time section 1 was last sent

DateTime

datesec2firstsent Date and time section 2 was first sent

DateTime

datesec2lastsent Date and time section 2 was last sent

DateTime

email Varchar 255

faxnumber Varchar 40

itemid Unique identifier of an item Varchar 255 X

itempack_key Link to the qw_itempack table Integer

itemsent Indicates if the item has been sent (1-Yes, 0-No)


itemtext Text of the item Text

itemtype Type of the item (Letter, CC Letter, BCC Letter, Label, Form or Misc)

Enum Letter, CC Letter, BCC Letter, Label, Form, Misc

X

mr_ms Varchar 20

name Varchar 255

organization Varchar 255


reports_key Link to the qw_reports table Integer



qw_itempack

qw_reports

sec1sent Section 1 has been sent (1-Yes, 0-No)


sec2sent Section 2 has been sent (1-Yes, 0-No)


subject Varchar 255

zipcode Varchar 40


Req HisReadOnly

agentid ID of the agent who generated the item pack

Varchar 40

batch_key Link to qw_batch table Integer X

datecreated Date and time the item pack was created

DateTime


recipient Name of the person for whom the item pack was generated

Varchar 255

templatepack_key Link to qw_templatepack table Integer


Req HisReadOnly

anchortable Varchar 100

background Binary

datemodified DateTime

description Varchar 255

focus Varchar 255

hasbackground Integer Max=1, Min=0

ispublic Integer

outputformat Integer Default = 0

paragraphtype Type of letter paragraph Enum Opening, Body, Closing

pkey Serial X X

relationset Varchar 255

reportname Varchar 255 X

reportowner Varchar 255


Req HisReadOnly

Attributes


qw_reporttmplpk0

qw_response

qw_routinginfo

qw_rptsched

reportspec Text

reporttype Integer Default = 0


Req HisReadOnly

report Link to the qw_reports table (templates are in qw_reports)

Integer X

templatepack Link to the QW_templatepack table Integer X


Req HisReadOnly

answer Which answer is being saved for this response record

Varchar 255

dateentered Date of response DateTime X


question Which question is being saved for this response record

Varchar 255

score Score value (question weight x answer score)



Req HisReadOnly

batch_key Link to the qw_batch table Integer X

copies Number of copies when printing Integer Default = 1

destination_key Link to the qw_destination table Integer


reports_key Link to the qw_reports table Integer X


Req HisReadOnly

pkey Serial X X

rptappend Integer Default = 0

rptcommand Varchar 255

rptemail Integer Default = 0


Req HisReadOnly



qw_schedule

rptemailcc Varchar 255

rptemailsubj Varchar 255

rptemailto Varchar 255

rptfax Integer Default = 0

rptfaxno Varchar 20

rptfaxsubj Varchar 255

rptfaxto Varchar 255

rptfile Integer Default = 0

rptfilename Varchar 255

rptprint Integer Default = 0

rptrepeat Integer Default = 0

rptswitches Varchar 255

rpttitle Varchar 255

rptwhen DateTime

scheduledrptkey Integer X


Req HisReadOnly

aprholiday Integer

augholiday Integer

decholiday Integer

description Varchar 255

febholiday Integer

friend Varchar 12

fristart Varchar 12

janholiday Integer

julholiday Integer

junholiday Integer

marholiday Integer

mayholiday Integer

monend Varchar 12

monstart Varchar 12

name Varchar 255

novholiday Integer

octholiday Integer

qwkey Serial X X

satend Varchar 12

satstart Varchar 12

scheduleyear Varchar 4

sepholiday Integer


Req HisReadOnly

Attributes


qw_templatepack

sunend Varchar 12

sunstart Varchar 12

thuend Varchar 12

thustart Varchar 12

tueend Varchar 12

tuestart Varchar 12

wedend Varchar 12

wedstart Varchar 12


Req HisReadOnly

addressee The table alias for the addressee information

Varchar 100

anchortable The anchor table to be used in the query for all templates in the pack

Varchar 100

bccaliaslist Comma separated list of table aliases for BCC information

Varchar 255

ccaliaslist Comma separated list of table aliases for CC information

Varchar 255

datemodified The date and time the record was last modified

DateTime

description Description of Template Pack Varchar 255

destination The destination batch of the Template Pack

Varchar 255

focus Focus to which the Template Pack applies

Varchar 255

ispublic “Identifies if the Template Pack is Private or Public (0-Private, 1-Public)”

Integer

packname Template Pack name Varchar 255 X

packowner The owner of the Template Pack (or Public)

Varchar 255


relationset The relation set to be used in the query for all templates in the pack

Varchar 255


Req HisReadOnly



reasoncodes

repos_contact


Req HisReadOnly

name the key to this name,value pair Varchar 20 X

value the actual value for this name,value pair

Varchar 20


Req HisReadOnly

abandon_time The amount of time in seconds that the caller was either waiting for an answer, waiting in queue, or on hold before hanging up

Integer

abandoned_flag For determining how many customers give up before completing a transaction with an agent

Enum Handled, while ringing, in queue, while on hold, other, Default = Handled

ani Automatic Number Identification; the 10 digit telephone number of the caller. In a telephony system, the ANI can be intercepted and delivered to the computer where it is used as a reference number to summon the caller's data file. Both the file and phone call can then be simultaneously routed to an agent. ANIs are, at best, about 70% accurate: callers call from different numbers, use cell or pay phones, call from PBX switches, etc.

Varchar 20

animatchflag An indicator of whether or not the originating phone number of this CALL was matched to the phone number + customer data that is kept as history for this center. The purpose is to retrieve whatever is already known about this caller from the phone number match and display it for the agent who answers the call.


chat_id Identifier of the route task for the contact

Varchar 120

Attributes


createtime Date and time that a caller’s call is connected to the destination telephone number; this is the moment when the caller first hears the ringing tone

DateTime

customer_key Foreign link to customer. Integer

data_wake_id ID used to identify details of the session

Varchar 50

direction The direction of contact inbound/outbound

Enum inbound, outbound, Default = inbound

dnis dialed number identification service. The number dialed by the caller -- usually recorded as an extension

Varchar 20

duration The total amount of time in seconds that the contact lasts, from create time to disconnect

Integer

interactions Number of agents or IVRs that handled the call

Integer

languagepreference Language that the customer chooses to use during the call

Enum English, French, Spanish

recipient The recipient of the message Varchar 50

requestid Identifier for each email contact in Brightware system

Integer

sender The sender of e-mail request (customer)

Varchar 50

subject Subject as it appears in the message

Varchar 252

task_type Name of the task type Varchar 50

trackingid Identifier of tracking information for e-mail.

Varchar 120

transfercount The number of times that a call was transferred from one agent to another

Integer

type Type of contact - inbound/outbound call or email, fax, web

Enum Email, Chat, Voice

username Username from web interaction, mainly for guest access

Varchar 255

vduid A unique identifier of a voice/data unit; identifies a body of information that is collected by the CTI software as the call traverses the call center; primary key of this table

Char 32 X


Req HisReadOnly



retirementplanelg

solutionlink

task


Req HisReadOnly

dateeligible Date of eligibility in this plan Date

datevested Date of vesting in this plan Date

participant_key What is the current vesting in the retirement plan for this participant?

Varchar 40

pkey Primary key Varchar 40 X

plannumber Number the plan is known under Varchar 20


Req HisReadOnly


solutionpath Path to the solution document or table

Varchar 120

summary Summary of the solution document Varchar 120 X


Req HisReadOnly

agent_key Foreign link to agent who created this task

Integer


Varchar 240 X

dateassigned Date this task was assigned to a Workgoup

DateTime X

datecancelled Date this task was set to cancelled status

DateTime X

dateclosed Date this task was set to closed status

DateTime X

datecreated Date Created DateTime X

datemodified Date last modified DateTime X

dateowned Date assigned to an owner DateTime X

description Long text description Text

escstatus Internal field that summarizes current state of task for escalations

Integer

history History of changes to task record Text

issue_key Link to issue table Integer X

owner_key Link to owner table Integer X

pkey Primary key Serial X X X

Attributes


taskaction

priority Priority of task Enum 1-Low,2-Medium,3-High,4-Critical,5-Special

X X

sequence Sequence of task events Integer X

summary Summary of task Varchar 80 X X

taskstatus Status of task Enum 1-New, 2-Assigned, 3-Owned, 4-Closed, 5-Cancelled

X X

type Type of task Enum Question, Insurance, Pension, 401(k), Eligibility, Verification, Other

X



Req HisReadOnly


method How message is to be sent Enum Alert, Email, Fax, Pager, Default = Alert

name Action rule name Varchar 80 X


recipient Who shall receive the notification? Enum Workgroup, Owner, Manager, CC List

X




Enum 1-New,2-Assigned,3-Owned,4-Closed,5-Cancelled

X

subject Subject line for notification message

Varchar 240


Req HisReadOnly



taskescalation

tasktemplate


Req HisReadOnly


Integer Min = 1 X


Enum Minutes, Hours

X



Enum 1-New, 2-Assigned, 3-Owned

X



X


priority Priority that this rule applies to Enum 1-Low,2-Medium,3-High,4-Critical,5-Special




Integer Default = 1 X


Enum Not Assigned, Not Owned, Not Closed

X



Req HisReadOnly


Varchar 240

description Description Text

issuetemplate_key Link to issuetemplate table Integer


priority Task priority Enum 1-Low,2-Medium,3-High,4-Critical,5-Special

X

sequence Sequence of task events Integer

summary Summary of task Varchar 80 X

Attributes


tenant

wc_auth

taskstatus Status of task Enum 1-New, 4-Closed

X

type Type of task Enum Question, Insurance, Pension, 401(k), Eligibility, Verification, Other

workgroup_key Link to workgroup table Integer


Req HisReadOnly

deletedflag If set, this tenant has been deleted Integer Max=1, Min=0, Default=0

description Description of the tenancy Varchar 255 X

name Name of the tenancy Varchar 80 X



Req HisReadOnly

customer_key Link to customer table Integer

tenant_key Foreign key to tenant Integer

deletedflag If set, this wc_auth record has been deleted


password User’s password Varchar 40 X


sbl_contact_key Key of the Siebel Contact Varchar 15

username User’s name Varchar 255 X


Req HisReadOnly



webqauth

workgroup

workgroup_old


Req HisReadOnly

agent_key Link to agent table, responsible for issues entered by customer user types

Integer

customer_key Link to customer table Integer

employee_key Link to employee table Integer

password User password Varchar 40


username User name Varchar 40 X

usertype Type (role) of user Enum Customer, Support Agent

X


Req HisReadOnly

deletedflag If set then this employee is deleted from the system and totally inactive


description Workgroup description Varchar 255 X

name Workgroup name Varchar 80 X

notificationaddr Address to use when notifying workgroup

Varchar 40

notifymethod Method to use when notifying workgroup

Enum Owners, Alert, Email, Fax, Pager, Printer

parentwrkgroup_key Link to parent workgroup Integer


supervisor_key Supervisor of this workgroup. Integer

tenant_key Integer


Req HisReadOnly

description Description Varchar 80

name Name Varchar 40 X

notificationaddr Address to use when notifying workgroup

Varchar 40

notifymethod Method to use when notifying workgroup

Enum Owners, Alert, Email, Fax, Pager, Printer

Attributes


workgroupqueue

zipcode



Req HisReadOnly


queue_key Integer

workgroup_key Integer


Req HisReadOnly

areacode Area code (phone) for the zipcode Varchar 3

city City for the zipcode Varchar 28

county County Name Varchar 25

fips FIPS code Varchar 5

preferred P = primary name for ZIP, A = approved alias, N = not approved

Char 1

state State for the zipcode Varchar 2

zip Zip or postal code Varchar 5


Req HisReadOnly

55

CHAPTER 2HRQ DATA MODEL ALIASES

This chapter contains a table of data model aliases for HRQ.

For a graphical representation of the HRQ aliases and their relationships, refer to the Data Model Diagram included with this manual.

For a complete list of entities associated with these aliases, see “HRQ Data Model Entities and Attributes,” on page 9. For tables listing the parent/child relationships, see “HRQ Data Model Parent/Child Relationships,” on page 65.


Chapter 2 HRQ Data Model Aliases


Aliases Table Alias Condition Tablesets Description

address address fulfillment, participant Same as table description

address addresscaller caller Same as table description

address locationaddress locationaddress. location_key IS NOT NULL

benefits Limits addresses to those that are for locations

address plocationaddress plocationaddress. location_key IS NOT NULL

benefits Limit address to one that is a parent location

appprofile appprofile q_lettergeneration, appprofile

Same as table description

appprofile qsc_appprofile appprofile Used for checking for existing Application Profile Records.

benefitplan benefitplan benefits Same as table description

benefitplan depbenefitplanGUI benefits Benefit plan for dependent (used in IFB GUI)

benefitplan participbenplanGUI benefits Benefit plan for participant (used in IFB GUI)

caller caller fulfillment, issue, caller, qsc_itempostprocess, q_authentication


caller caller_qsc caller Same as table description (used in IC Script)

caller customer webqauth External user of WebQ

caller dupcaller issue Used to perform duplicate checking on new callers

caller repos_customer q_repository Equates to caller only in the repository database

callerdocument0 callerdocument0 caller, qsc_itempost process


category category category, issue Same as table description

category issueesccategory escalations Category constraint on the issue escalation

Aliases


category litordercategory appprofile Same as table description

category qsc_category escalations Issue category constraint used in IC Script

categorycodes categorycodes q_repository|

channel channel q_repository

contact contact issue Same as table description

document callerdoc caller A document linked to a caller

document document issue, qsc_itempost process

Stores documents located online

document issuedoc issue A document linked to an issue

employee agent agent.role_agent = 1 AND agent.deletedflag != 1

webqauth Employee to be assigned to WebQ requests

employee employee employee.deletedflag != 1

employee, q_property, q_repository, workgroup


employee empmanager empmanager. managerflag = 1 AND empmanager. deletedflag! = 1

employee An employee who is also a manager

employee fulfillmentagent fulfillmentagent. role_agent = 1 AND fulfillmentagent. deletedflag != 1

fulfillment An agent on this fulfillment

employee fulfillmentowner fulfillmentowner. role_support = 1 AND fulfillmentowner. deleted flag != 1

fulfillment An owner for this fulfillment

employee issueagent issueagent.role_agent = 1 AND issueagent.deletedflag != 1

issue Employee acting as an agent to record an issue

employee issueowner issueowner. role_support = 1 AND issueowner.deletedflag != 1

issue An employee responsible for issue resolution

employee issueowner1 issueowner1. role_support = 1 AND issueowner1. deletedflag!= 1

issue Used to search for issues for a workgroup's queue

employee manager manager.managerflag = 1 AND manager.deletedflag != 1

employee Employee's manager

Table Alias Condition Tablesets Description



employee owner owner.role_support = 1 AND owner.deletedflag != 1

q_escalation Employee used in IC Script processing of escalations

employee stockowner stockowner. deletedflag != 1

litlibrary Employee who is knowledgable about stock and reorders it when supply runs low

employee taskagent taskagent.role_agent = 1 AND taskagent.deletedflag != 1

task Person who originally created the task either by hand or through templates

employee taskowner taskowner. role_support = 1 AND taskowner.deletedflag != 1

task Employee responsible for resolution of a task

employee taskowner1 taskowner1. role_support = 1 AND taskowner1. deletedflag != 1

task Used to search for tasks for a workgroup's queue

employee_old employee_old

employeeaddress employeeaddress employee, q_repository


employeeemail employeeemail employee, q_repository


employeephone employeephone employee. q_repository


emporganization emporganization employee Same as table description

emporganization pemporganization employee In a hierarchy, a parent employee organization

enrollment enrollment benefits Same as table description

enrollment enrollmentdep benefits Used to limit view to dependent enrollments

groupmember groupmember employee, issue, q_escalation, workgroup, task


groupmember_old groupmember_old

issue issue issue, q_escalation, qsc_itempostprocess, task


issue issuehistory issue Used to search for previous issues for a participant


Aliases


issueaction issueaction escalations Same as table description

issuedocument0 issuedocument0 issue, qsc_itempostprocess


issueescalation issueescalation escalations Same as table description

issuetemplate issuetemplate category,issue Same as table description

itemlink itemlink issue, caller, qsc_item postprocess

No special difference from the table definition

jobgrade jobgrade benefits Same as table description

jobposition jobposition benefits Same as table description

litlineitem litlineitem fulfillment Same as table description

litorder litorder fulfillment, q_escalation


litorderaction litorderaction escalations Same as table description

litorderescalation litorderescalation escalations Same as table description

litstock fulfillmentstock fulfillment Same as litstock table description

litstock litpackagestock fulfillment Same as table description

litstock litstock litlibrary Same as table description

litstockpackage0 litpackageitems fulfillment Same as table description

litstockpackage0 litstockpackage0 litlibrary Same as table description

location location benefits Same as table description

location parentlocation benefits Limits location to one that is the parent to another location

organization organization benefits Same as table description

organization parentorganization benefits Limits view of organization to one that is parent to another

outcomecodes outcomecodes q_repository

package categorypackage category Package attached to a category for auto fulfillment




package litpackage fulfillment Same as table description

package package litlibrary Same as table description

participant dependent dependent. dependent_flag = 1

benefits Same as table description

participant dependentGUI dependentGUI. dependent_flag = 1

benefits Dependant alias of participant used in the IFB GUI

participant participant participant. dependent_flag != 1

issue, participant, benefits

Same as table description --doesn't include dependents

participant participantmanager participantmanager. manager_flag = 1

benefits Limits participants to one who is a manager of another participant

participant selfparticipant caller A caller who is also a participant

participantdep participantdep benefits Same as table description

participantdep participantdepGUI benefits Intersection table allowing participant to have many dependents and dependents to belong to more than one participant used for the Dependent IFB

property property q_property Same as table description

propinstance propinstance q_property Same as table description

propsection propsection q_property Same as table description

propvalue propvalue q_property Same as table description

queue queue employee, q_repository

qw_alert qw_alert qw_alert

qw_batch qsc_batch qsc_template processing

qw_batch qw_batch q_lettergeneration, qw_batch

qw_batchgroup qw_batchgroup q_lettergeneration, qw_batchgroup

qw_consolelayout qw_consolelayout qw_consolelayout


Aliases


qw_destination qw_destination q_lettergeneration, qw_destination

qw_doc qw_doc qw_doc

qw_eduviewerlayout qw_eduviewer layout qw_eduviewerlayout

qw_events qw_events qw_events

qw_flow qw_flow qw_flow

qw_flow_page_dhtml qw_flow_page_dhtml qw_flow_page_dhtml

qw_flow_page_xml qw_flow_page_xml qw_flow_page_xml

qw_flowset qw_flowset qw_flowset

qw_images qw_images q_lettergeneration, qw_images

qw_includedtmpl qw_includedtmpl q_lettergeneration, qw_includedtmpl

qw_item qsc_item qsc_template processing

qw_item qw_item qw_item, q_letter generation

qw_itempack qsc_itempack qsc_template processing

qw_itempack qw_itempack qw_itempack, q_lettergeneration

qw_reports basetmpl q_lettergeneration

qw_reports includedtmpl q_lettergeneration

qw_reports litorderpicklist litorderpicklist. reporttype = 0

appprofile The Report that is used for generating a Pick List for Fulfillment.

qw_reports qsc_template qsc_template processing

qw_reports qw_reports q_lettergeneration, qw_reports

qw_reporttmplpk0 qsc_tmpltmplpack qsc_template processing

qw_reporttmplpk0 qw_reporttmplpk0 q_lettergeneration, qw_reporttmplpk0

qw_response qw_response qw_response

qw_routinginfo qw_routinginfo q_lettergeneration, qw_routinginfo

qw_rptsched qw_rptsched qw_rptsched

qw_schedule qw_schedule qw_schedule

qw_templatepack fulfiltemplatepack fulfillment Template pack that was used for this fulfillment

qw_templatepack litpackagetemplate fulfillment Template pack that is part of a package

qw_templatepack packagtemplatepack litlibrary Template pack associated with a package




qw_templatepack qsc_templatepack qsc_template processing

qw_templatepack qw_templatepack q_lettergeneration, qw_templatepack

reasoncodes reasoncodes q_repository

repos_contact repos_contact q_repository No special difference from the table definition

retirementplanelg retirementplanelg benefits Same as table description

solutionlink solutionlink issue Same as table description

task issuetask issue Same as table description

task task q_escalation,task same as table description

task taskqsc issue This is used in IC Scripts to determine if there are still open tasks before an issue can be closed.

taskaction taskaction escalations Same as table description

taskescalation taskescalation escalations Same as table description

tasktemplate tasktemplate category Same as table description

tenant tenant q_property, q_repository


wc_auth wc_auth caller, q_repository, q_authentication

No special difference from the table definition

webqauth webqauth webqauth, q_authentication


workgroup categoryworkgroup categoryworkgroup. deletedflag != 1

category A workgroup viewed with a category

workgroup fulfillmentwrkgrp fulfillmentwrkgrp. deleted flag != 1

fulfillment Workgroup assigned to this fulfillment

workgroup issueescworkgroup issueescworkgroup. deletedflag != 1

escalations Workgroup to escalate this issue to

workgroup issueworkgroup issueworkgroup. deleted flag != 1

issue Same as table description

workgroup issueworkgroup1 issueworkgroup1. deleted flag != 1

issue Used to search for issues for a workgroup's queue


Aliases


workgroup litordescwrkgroup litordescwrkgroup. deletedflag != 1

escalations Workgroup to escalate this lit order to

workgroup taskescworkgroup taskescworkgroup. deletedflag != 1

escalations Workgroup to escalate this task to

workgroup tasktemplatewrkgrp tasktemplatewrkgrp. deletedflag != 1

category Workgroup viewed with a task template

workgroup taskworkgroup taskworkgroup. deleted flag != 1

task Workgroup responsible for resolution of a task

workgroup taskworkgroup1 taskworkgroup1. deleted flag != 1

task Used to search for tasks for a workgroup's queue

workgroup workgroup workgroup.deletedflag!=1

employee, q_escalation, q_property, q_repository, workgroup


workgroup_old workgroup_old

workgroupqueue workgroupqueue employee, q_repository

zipcode zipcode issue Same as table description


65

CHAPTER 3HRQ DATA MODEL PARENT/CHILD RELATIONSHIPS

This chapter contains a table that is a list of parent/child relationships for the HRQ entities.

For a graphical representation of the HRQ entities and their relationships, refer to the Data Model Diagram included with this manual.

For a complete list of the entities and attributes, see “HRQ Data Model Entities and Attributes,” on page 9. For a table containing the HRQ Aliases, see “HRQ Data Model Aliases,” on page 55.


Parent/Child RelationshipsThis table represents the key structure between the database table aliases. It contains both 1:M and M:N relationships. The Child Table column always contains a foreign key for a 1:M relationship.

Parent Table Child Table Relation Name M:N Req Description

agent webqauth agentwebqauth An employee acting as agent may enter an issue

basetmpl qw_includedtmpl basetmpl_qw_includedtmpl

caller address calleraddress A caller may have more than one postal address

caller addresscaller calleraddresscaller A caller may have more than one postal address

caller callerdocument0 caller_callerdocument0 X document to caller (M:N)

caller contact callercontact A caller may have many contacts (inbound interaction events)

caller litorder callerlitorder X The recipient (caller) of the fulfillment order

Chapter 3 HRQ Data Model Parent/Child Relationships


caller wc_auth callerwc_auth Link that guarantees secure access for a caller

callerdoc callerdocument0 doc_callerdocument0 X Document to caller (M:N)

category issue categoryissue X An issue is of a category

category issuetemplate categoryissuetemplate What issue templates are options to select for this category

categorypackage category categorypackagecategory What fulfillment package pertains to this category

categoryworkgroup category workgroupcategory The default workgroup for issues linked to a category

contact issue contactissue X A contact may result in several issues

customer webqauth customerwebqauth A customer may enter issues

depbenefitplanGUI enrollmentdep benefitplanenrollmentdep One side of the many to many that links participant’s dependents to the many benefit plans they are currently enrolled in

dependent enrollmentdep dependentenrollmentdep One side of the many to many that links participant’s dependents to the many benefit plans they are currently enrolled in

dependentGUI participantdepGUI dependentGUIparticipantdepGUI Link from dependent to participant intersection for GUI display

employee groupmember employeegroup X An employee may belong to many workgroups

employee groupmember q_alertEmployeegroup X Links employees to workgroups (M:N)

emporganization employee emporganization_employee Signifies which employee organization this employee is a member.

fulfillmentagent litorder fulfillmentagentlitorder X The agent responsible for a fulfillment order


Parent/Child Relationships


fulfillmentowner litorder fulfillmentownerlitorder The owner responsible for a fulfillment order

fulfillmentstock litlineitem fulfillmentstocklitlineitem X Every line item is an instance of an entry in the literature stock table

fulfillmentwrkgrp groupmember fulfillmentworkgroupgroup member X Used to assign employees to a fulfillment workgroup

fulfillmentwrkgrp litorder fulfillmentwrkgrplitorder The workgroup responsible for a fulfillment order

fulfiltemplatepack litorder fulfiltemplatepacklitorder Templatepack that is associated with a fulfillment order

includedtmpl qw_includedtmpl includedtmpl_qw_includedtmpl

issue issuedocument0 issue_issuedocument0 X Issue to document (M:N)

issue issuetask issuetaskIFB Used in IFB for issues to show all tasks without conflicting with the task alias

issue litorder issuefulfillment Each fulfillment order must be related to an issue

issue task issuetask An issue can have many tasks

issueagent issue agentissue X The agent responsible for an issue

issuedoc issuedocument0 doc_issuedocument0 X Document to issue (M:N)

issueesccategory issueescalation issueesccategoryissueescalation Category constrains the escalation of an issue

issueescworkgroup groupmember issueworkgroupgroupmember X Used to assign employees to an issue workgroup

issueescworkgroup issueescalation issueescworkgroupissue escalation X Specifies the workgroup to be notified in an escalation rule

issueowner issue ownerissue The owner responsible for an issue

issueowner1 groupmember issue_ownergroup_s X Used to search for issues for a workgroup’s queue




issuetemplate tasktemplate issuetemplatetasktemplate There may be several task templates for an issue template

issueworkgroup groupmember issueworkgroupgroupmember X Links a workgroup that is doing issue processing to pertinent employees

issueworkgroup issue workgroupissue The workgroup responsible for an issue

issueworkgroup1 groupmember issue_workgroupgroup_s X Used to search for issues for a workgroup’s queue

issueworkgroup1 issue issue_workgroupissue_s Used to search for issues for a workgroup’s queue

jobgrade participant jobgradeparticipant What is the current job grade for a participant

jobposition participant positionparticipant What are the job positions, present and past, for this participant

litorder litlineitem litorderlitlineitem X An order may have many line items

litordercategory appprofile defaultcategoryappprofile Link made by administrator to use as default category for orders without issues

litorderpicklist appprofile litorderpicklistappprofile The Report that is used for generating a Pick List for Fulfillment.

litordescwrkgroup litorderescalation litordewrkgrouplitordescalation X Specifies the workgroup to be notified in an escalation rule

litpackage litpackageitems litpackagelitpackageitems X Links items in a fulfillment package to the package

litpackagestock litpackageitems litpackagestocklitpackageitems X Links stock in the fulfillment package to the package

litpackagetemplate litpackage litpackagetemplatelitpackage Package associated with the litpackage

litstock litstockpackage0 litstock_litstockpackage0 X litstock to package (M:N)

litstock package litstockpackage X A package is made up of many stock items




location locationaddress locationaddress Links postal addresses to participant’s location

location participant locationparticipant Where is this participant located

manager employee manageremployee A manager has many employees

organization participant organizationparticipant What organization does the participant work for

package litstockpackage0 package_litstockpackage0 X package to litstock (M:N)

packagtemplatepack package packagetemplatepackpackage Template package that is linked to a predefined package

parentlocation location parentlocation What subsidiary locations does this location have

parentlocation plocationaddress plocationplocationaddress What addresses does this parent location have

parentorganization organization parentorganization What subsidiary organizations are under this organization

participant enrollment participantenrollment One side of the many to many that links participants to the many benefit plans they are currently enrolled in

participant issue participantissue A participant may have many issues

participant issuehistory participantissuehist A participant may have had issues in the past

participant participantdep participantparticipantdep X What dependents does this participant have

participant participantdepGUI participantparticipantdepGUI X Used in IFB GUI for Participant Dependent link

participant retirementplanelg participantretirementplan Links the participant to their individual retirement plan data

participantmanager participant managerparticipant Who does this manager manage




participbenplanGUI enrollment benefitplanenrollment One side of the many to many that links participants to the many benefit plans they are currently enrolled in

qsc_template qsc_tmpltmplpack templatetmpltmplpack X One half of the many to many implementing many templatepack to many templates

qsc_templatepack qsc_tmpltmplpack templatepacktmpltmplpack X One half of the many to many implementing many templatepack to many templates

queue workgroupqueue queueworkgroupqueue

qw_batch qw_routinginfo qw_batch_qw_routinginfo X

qw_destination qw_routinginfo qw_destination_qw_routinginfo

qw_reports qw_routinginfo qw_reports_qw_routinginfo X

repos_customer contact repos_customerrepos_contact Captures the fact that a customer has made contact with the tenant organization. Used in IC Repository database

selfparticipant caller selfcaller This is set through IC Scripts if that agent says the caller is the participant.

stockowner litstock stockownerlitstock The owner responsible for the literature stock

taskagent task taskagenttask The agent who created the task

taskescworkgroup taskescalation taskescworkgrouptaskescalation X Workgroup that could be notified regardless of who is attached to the task.

taskowner issuetask taskownerissuetask Who is responsible to complete the instance of tasks for issues

taskowner task taskownertask The owner responsible for a task

taskowner1 groupmember task_ownergroup_s X Used to search for tasks for a workgroup’s queue

tasktemplatewrkgrp tasktemplate workgroupqtask The workgroup to be assigned to a task

taskworkgroup groupmember task_workgroupgroup_s X Used to search for tasks for a workgroup’s queue




taskworkgroup groupmember taskworkgroupgroupmember X Used to assign employees to a task workgroup

taskworkgroup issuetask taskworkgroupissuetask X What group is responsible to complete the instance of tasks for issues

taskworkgroup task task_workgrouptask_s X Used to search for tasks for a workgroup’s queue

taskworkgroup task taskworkgrouptask X The workgroup responsible for a task

workgroup groupmember q_alertWorkgroupgroup X Links employees to workgroups (M:N)

workgroup groupmember workgroupgroup X A workgroup has many employees

workgroup workgroupqueue workgroupworkgroupqueue


73

Aaddress 10, 13appprofile 10, 13

Bbenefitplan 10, 14

Ccaller 10, 14callerdocument0 10, 15category 10, 15categorycodes 10channel 10contact 10, 16

Ddocument 10, 17

Eeducational services 7employee 10, 17employee_old 10, 19employeeaddress 10, 20employeeemail 10, 21employeephone 10, 21emporganization 10, 21enrollment 10, 22Entities 10, 56

Ggroupmember 10, 22groupmember_old 10, 22

Iissue 10, 23issueaction 10, 24issuedocument0 10, 25issueescalation 10, 25issuetemplate 10, 26itemlink 10, 26

Jjobgrade 10, 27jobposition 10, 27

Llitlineitem 11, 27litorder 11, 27litorderaction 11, 28litorderescalation 11, 29litstock 11, 29litstockpackage0 11, 30location 11, 30

Oorganization 11, 31outcomecodes 11

Ppackage 11, 31participant 11, 31participantdep 11, 32property 11, 32propinstance 11, 33propsection 11, 34propvalue 11, 34

Qqueue 11qw_alert 11qw_batch 11, 36qw_batchgroup 11, 37qw_consolelayout 11, 37qw_destination 11, 37qw_doc 11, 38qw_eduviewerlayout 11, 38qw_events 11, 39qw_flow 11, 39qw_flow_page_dhtm 40qw_flow_page_dhtml 12qw_flow_page_xml 12, 40qw_flowset 12, 40qw_images 12, 40qw_includedtmpl 12qw_item 12, 41

INDEX


Index

qw_itempack 12, 42qw_reports 12, 42qw_reporttmplpk0 12, 43qw_response 12, 43qw_routinginfo 12, 43qw_rptsched 12, 43qw_schedule 12, 44qw_templatepack 12, 45

Rreasoncodes 12repos_contact 12, 46retirementplanelg 12, 48

Ssolutionlink 12, 48

Ttask 12, 48taskaction 12, 49taskescalation 12, 50tasktemplate 12, 50tenant 12, 51

Wwc_auth 12, 51webqauth 12, 52workgroup 12, 52workgroup_old 12, 52workgroupqueue 12

Zzipcode 12, 53