Oracle eBusiness Suite Technical Reference

Release 11i - Copyright (c) 2001 - 2005 Oracle

This Technical Reference Manual (TRM) in any form, software or printed matter, contains proprietary information of Oracle ; it is provided under an Oracle agreement containing restrictions on use and disclosure and is also protected by copyright, patent, and other intellectual property law. Restrictions applicable to this TRM include, but are not limited to: (a) exercising either the same degree of care to safeguard the confidentiality of this TRM as you exercise to safeguard the confidentiality of your own most important Confidential Information or a reasonable degree of care, whichever is greater; (b) maintaining agreements with your employees and agents that protect the Confidential Information of third parties such as Oracle and instructing such employees and agents of these requirements for this TRM; (c) restricting disclosure of this TRM to those of your employees who have a 'need to know' consistent with the purposes for which this TRM was disclosed to you; (d) maintaining this TRM at all times on your premises; (e) not removing or destroying any proprietary or confidential legends or markings placed upon this TRM in whatever form, software or printed matter; and (f) not reproducing or transmitting this TRM in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Oracle. You should not use this TRM in any form, software or printed matter, to create software that performs the same or similar functions as any Oracle products.

The information in this TRM is subject to change without notice. If you find any problems in the TRM in any form, software or printed matter, please report them to us in writing. Oracle does not warrant that this TRM is error free. This TRM is provided to customer 'as is' with no warranty of any kind. This TRM does not constitute Documentation as that term is defined in Oracle's agreements. Reverse engineering of the Programs (software and documentation) associated with this TRM are prohibited. The Programs associated with this TRM are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently dangerous applications. It shall be licensee's responsibility to take all appropriate fail safe, backup, redundancy and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and Oracle disclaims liability for any damages caused by such use of the Programs. Program Documentation is licensed for use solely to support the deployment of the Programs and not for any other any other purpose. Restricted Rights Legend

This TRM and the Programs associated with this TRM delivered subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication and disclosure of the TRM and the Programs associated with this TRM shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, this TRM and the Programs associated with this TRM delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication and disclosure of the TRM and the Programs associated with this TRM shall be subject to the restrictions in FAR 52.227-14, Rights in Data General, including Alternate III (June 1987). Oracle, 500 Oracle Parkway, Redwood City, CA 94065.

Oracle is a registered trademark. AIM Advantage™, Big Business. Small Business. All Business.™, CDM Advantage™, .comference™, ConText®, Des40®, Easy*Query™, Easy*SQL®, Education Objects™, EMM Advantage™, Enabling the Information Age®, ExpertDetectSM, Express®, FastForwardSM, GEMMS®, Gist™, Hyper*SQL™, instantOracle™, "Internet Business Intelligence - Insight for Everyone"™, iSQL*Plus™, JInitiator™, NLS*Workbench®, Object Marketplace™, ODP Pulse™, ODP Techwire™, OLA™, On Oracle™, Oracle®, Oracle Book®, Oracle Bookbatch®, Oracle BookBuilder®, OracleBRONZE®, Oracle Business OnLine®, OracleDevConnectSM, Oracle® Discoverer™, Oracle® Expert™, Oracle Financials®, OracleGOLDSM, OracleIncidentSM, OracleJSP™, OracleLifeCycleSM, Oracle Media Objects®, OracleMERCURYSM, OracleMetaLinkSM, OraclemetalsSM, OracleMobile™, Oracle Names®, Oracle NetSolutions®, Oracle® One™, Oracle Open Gateways®, Oracle OpenWorld®, OraclePLATINUMSM, Oracle Power Objects®, Oracle Press®, Oracle Procedural Gateway®, Oracle Quality®, Oracle Secure Network Services®, OracleSILVERSM, Oracle® SQL/Services™, Oracle® SQL*TutorSM, OracleSTERLINGSM, Oracle Store®, Oracle Transparent Gateway®, OracleWare®, Oracle8i™, Oracle9i™, PC Express®, Personal Express®, PJM Advantage™, PL/SQL™, Pro*Ada®, Pro*C™, Pro*C/C++™, Pro*COBOL®, Pro*FORTRAN®, Pro*Pascal®, Pro*PL/1®, Pro*REXX®, Profit™, ProREXX™, Report Card™, Secure Access 2.0™, Secure Network Services®, Security Without Compromise™, SellingPoint®, SQL*Plus®, Tutor™ are trademarks or registered trademarks of Oracle. Other names may be trademarks of their respective owners. The absence of a product or service name, slogan, or logo from this list does not constitute a waiver of Oracle's trademark or other intellectual property rights concerning that name, slogan, or logo.

eTRM - IEM Tables and Views

TABLE - IEM.IEM_CLASSIFICATIONS

TABLE - IEM.IEM_COMP_RT_STATS

TABLE - IEM.IEM_DB_CONNECTIONS

TABLE - IEM.IEM_DB_SERVERS

TABLE - IEM.IEM_EMAIL_ACCOUNTS

TABLE - IEM.IEM_EMAIL_CATEGORY_MAPS

TABLE - IEM.IEM_EMAIL_CLASSIFICATIONS

TABLE - IEM.IEM_EMAIL_ICNTR_MAPS

TABLE - IEM.IEM_EMAIL_SERVERS

TABLE - IEM.IEM_EMAIL_SERVER_TYPES

TABLE - IEM.IEM_EMC_SERVERS

TABLE - IEM.IEM_KB_CATEGORIES

TABLE - IEM.IEM_KB_RESULTS

TABLE - IEM.IEM_SAFETY_QUEUES

TABLE - IEM.IEM_SERVER_GROUPS

TABLE - IEM.IEM_THEMES

VIEW - APPS.IEM_EMAIL_ACCOUNTS_V

Table: IEM_CLASSIFICATIONS

Primary Key: IEM_CLASSIFICATIONS_PK

1. CLASSIFICATION_ID

Primary Key: IEM_CLASSIFICATIONS_UK

1. EMAIL_ACCOUNT_ID
2. CLASSIFICATION

Foreign Keys from this table:

Foreign Keys to this table:

Comments

Incoming email messages are categorized into one of the following classifications based on their content. Classifications can be defined on an email account basis or they can be common to all accounts. The end user enters appropriate classification names.

Indexes

Columns

[top of page]

IEM.IEM_CLASSIFICATIONS does not reference any database object

IEM.IEM_CLASSIFICATIONS is referenced by following:

IEM

VIEW - IEM_CLASSIFICATIONS#

[top of page]

Table: IEM_COMP_RT_STATS

Primary Key: IEM_COMP_RT_STATS_PK

1. COMP_RT_STATS_ID

Primary Key: IEM_COMP_RT_STATS_UK

1. TYPE
2. PARAM

Comments

Temporary runtinme data. Currently used by the workflow component, to stop message deques.

Columns

[top of page]

IEM.IEM_COMP_RT_STATS does not reference any database object

IEM.IEM_COMP_RT_STATS is referenced by following:

IEM

VIEW - IEM_COMP_RT_STATS#

[top of page]

Table: IEM_DB_CONNECTIONS

Primary Key: IEM_DB_CONNECTIONS_PK

1. DB_CONNECTION_ID

Primary Key: IEM_DB_CONNECTIONS_UK

1. DB_USERNAME
2. DB_SERVER_ID

Foreign Keys from this table:

Comments

This table stores connection and account information for each of the IM instances.

Indexes

Columns

[top of page]

IEM.IEM_DB_CONNECTIONS does not reference any database object

IEM.IEM_DB_CONNECTIONS is referenced by following:

IEM

VIEW - IEM_DB_CONNECTIONS#

[top of page]

Table: IEM_DB_SERVERS

Primary Key: IEM_DB_SERVERS_PK

1. DB_SERVER_ID

Foreign Keys to this table:

Comments

This table contains information about various IM instances that eMC needs to connect to. Different IM instances may serve as home sites for different email accounts. Different instances may or may not share a set of IMAPs, SMTPs and eMC servers.

Indexes

Columns

[top of page]

IEM.IEM_DB_SERVERS does not reference any database object

IEM.IEM_DB_SERVERS is referenced by following:

IEM

VIEW - IEM_DB_SERVERS#

[top of page]

Table: IEM_EMAIL_ACCOUNTS

Primary Key: IEM_EMAIL_ACCOUNTS_PK

1. EMAIL_ACCOUNT_ID

Primary Key: IEM_EMAIL_ACCOUNTS_UK

1. ACCOUNT_NAME

Foreign Keys from this table:

Foreign Keys to this table:

Comments

This table contains information related to each email account supported by an eMC. An eMC can contain one or more email accounts, each belonging to different domains. These email accounts can be served on one or more IM servers. However any email account can be on only one IM server. The account profile facilitates account maintenance.
.
The Account is displayed on the resources GUI and is unique. Agents/resources are associated with an account in different capacities.

Indexes

Columns

[top of page]

IEM.IEM_EMAIL_ACCOUNTS does not reference any database object

IEM.IEM_EMAIL_ACCOUNTS is referenced by following:

IEM

VIEW - IEM_EMAIL_ACCOUNTS#

[top of page]

Table: IEM_EMAIL_CATEGORY_MAPS

Primary Key: IEM_EMAIL_CATEGORY_MAPS_UK

1. EMAIL_ACCOUNT_ID
2. KB_CATEGORY_ID

Foreign Keys from this table:

Comments

This table maps the various email accounts to their respective KB Categories. In cases where entire KBS category hierarchies are maintained in the IEM_KB_CATEGORIES table, only the top-level categories should be mapped to email accounts . APIs that populate these tables can enforce the above-mentioned recommendation by enforcing the KB_ CATEGORY_ID to be the top-level category.

Columns

[top of page]

IEM.IEM_EMAIL_CATEGORY_MAPS does not reference any database object

IEM.IEM_EMAIL_CATEGORY_MAPS is referenced by following:

IEM

VIEW - IEM_EMAIL_CATEGORY_MAPS#

[top of page]

Table: IEM_EMAIL_CLASSIFICATIONS

Primary Key: IEM_EMAIL_CLASSIFICATIONS_UK

1. MESSAGE_ID
2. EMAIL_ACCOUNT_ID
3. CLASSIFICATION_ID

Foreign Keys from this table:

Comments

This table contains classifications assigned to each email message and their scores. There can be a maximum of 7 classifications per message. This table has a high frequency of usage. The data stored here is purged on completion of an email interaction.

Indexes

Columns

[top of page]

IEM.IEM_EMAIL_CLASSIFICATIONS does not reference any database object

IEM.IEM_EMAIL_CLASSIFICATIONS is referenced by following:

IEM

VIEW - IEM_EMAIL_CLASSIFICATIONS#

[top of page]

Table: IEM_EMAIL_ICNTR_MAPS

Primary Key: IEM_EMAIL_ICNTR_MAPS_PK

1. EMAIL_ICNTR_MAP_ID

Primary Key: IEM_EMAIL_ICNTR_MAPS_UK

1. EMAIL_ACCOUNT_ID

Foreign Keys from this table:

Comments

An email account can potentially be accessed and serviced by agents from all over the world. However we have the following constraints. Emails are routed to agents through an MCM and a routing server that routes emails to agents belonging to its Interaction Center. MCM or the routing server has no knowledge of agents in other Interaction Centers. Hence, for now, an email account is uniquely tied to an Interaction Center. This mapping id is inserted into JTF_RS_RESOURCE_VALUES to tie an agent to an Interaction Center and a specific Email Account.

Indexes

Columns

[top of page]

IEM.IEM_EMAIL_ICNTR_MAPS does not reference any database object

IEM.IEM_EMAIL_ICNTR_MAPS is referenced by following:

IEM

VIEW - IEM_EMAIL_ICNTR_MAPS#

[top of page]

Table: IEM_EMAIL_SERVERS

Primary Key: IEM_EMAIL_SERVERS_PK

1. EMAIL_SERVER_ID

Primary Key: IEM_EMAIL_SERVERS_UK

1. IP_ADDRESS
2. DNS_NAME
3. PORT

Foreign Keys from this table:

Comments

This table maintains instance specific information. Currently we store IMAP and SMTP instance details. The eMC clients use the information to connect to these instances to send and receive emails.
.
Either DNS_NAME or IP ADDRESS must be specified. DNS_NAME if specified takes precedence over the IP Address.

Indexes

Columns

[top of page]

IEM.IEM_EMAIL_SERVERS does not reference any database object

IEM.IEM_EMAIL_SERVERS is referenced by following:

IEM

VIEW - IEM_EMAIL_SERVERS#

[top of page]

Table: IEM_EMAIL_SERVER_TYPES

Primary Key: IEM_EMAIL_SERVER_TYPES_PK

1. EMAIL_SERVER_TYPE_ID

Primary Key: IEM_EMAIL_SERVER_TYPES_UK

1. EMAIL_SERVER_TYPE

Foreign Keys to this table:

Comments

There are myriad types of email servers. We deal mainly with IMAP and SMTP protocols. This table is seeded with the above two values to indicate default implementations shipped with IM. The configuration can be extended to include IMAPs that implement SSL and POP3 servers. Different implementations of the protocols above would need to be differentiated by the functionality offered.

Indexes

Columns

[top of page]

IEM.IEM_EMAIL_SERVER_TYPES does not reference any database object

IEM.IEM_EMAIL_SERVER_TYPES is referenced by following:

IEM

VIEW - IEM_EMAIL_SERVER_TYPES#

[top of page]

Table: IEM_EMC_SERVERS

Primary Key: IEM_EMC_SERVERS_PK

1. EMC_SERVER_ID

Primary Key: IEM_EMC_SERVERS_UK

1. EMC_SERVER_NAME
2. SERVER_GROUP_ID

Foreign Keys from this table:

Comments

This table maintains eMC server specific information. An eMC server belongs to one Interaction Center only and mostly handles all emails for a single domain. There can also be multiple servers for a domain.
.
Either DNS_NAME or IPADDRESS must be specified. If both are filled in then DNS_NAME takes precedence.

Indexes

Columns

[top of page]

IEM.IEM_EMC_SERVERS does not reference any database object

IEM.IEM_EMC_SERVERS is referenced by following:

IEM

VIEW - IEM_EMC_SERVERS#

[top of page]

Table: IEM_KB_CATEGORIES

Primary Key: IEM_KB_CATEGORIES_PK

1. KB_CATEGORY_ID

Primary Key: IEM_KB_CATEGORIES_UK

1. CATEGORY_CODE
2. KB_PARENT_CATEGORY_ID

Foreign Keys to this table:

Comments

This table supports the generic category structure of most repositories. It is recommended that only top level categories be stored, as it will be difficult to keep track of changes in the remote KBS. APIs that populate these tables can enforce the above-mentioned recommendation.

Indexes

Columns

[top of page]

IEM.IEM_KB_CATEGORIES does not reference any database object

IEM.IEM_KB_CATEGORIES is referenced by following:

IEM

VIEW - IEM_KB_CATEGORIES#

[top of page]

Table: IEM_KB_RESULTS

Primary Key: IEM_KB_RESULTS_PK

1. KB_RESULT_ID

Primary Key: IEM_KB_RESULTS_UK

1. MESSAGE_ID
2. EMAIL_ACCOUNT_ID
3. KB_RESULT_ID

Foreign Keys from this table:

Comments

This table stores the query results or suggested responses to an incoming email. This is a high activity table, which stores temporary data that's occasionally purged. The DELETE flag allows for batch deletes

Indexes

Columns

[top of page]

IEM.IEM_KB_RESULTS does not reference any database object

IEM.IEM_KB_RESULTS is referenced by following:

IEM

VIEW - IEM_KB_RESULTS#

[top of page]

Table: IEM_SAFETY_QUEUES

Primary Key: IEM_SAFETY_QUEUES_UK

1. MESSAGE_ID

Comments

This is a safety queue for an AQ post processing message. This table stores the AQ message object until it is safely transferred to MCM by the eMC server.

Columns

[top of page]

IEM.IEM_SAFETY_QUEUES does not reference any database object

IEM.IEM_SAFETY_QUEUES is referenced by following:

IEM

VIEW - IEM_SAFETY_QUEUES#

[top of page]

Table: IEM_SERVER_GROUPS

Primary Key: IEM_SERVER_GROUPS_PK

1. SERVER_GROUP_ID

Foreign Keys to this table:

Comments

This table groups various email and db servers together. The combination captures a deployment strategy for a group of servers. This information is required to locate servers that service different email accounts. EMC client is required to connect to appropriate servers for email handling.

Indexes

Columns

[top of page]

IEM.IEM_SERVER_GROUPS does not reference any database object

IEM.IEM_SERVER_GROUPS is referenced by following:

IEM

VIEW - IEM_SERVER_GROUPS#

[top of page]

Table: IEM_THEMES

Primary Key: IEM_THEMES_PK

1. THEME_ID

Primary Key: IEM_THEMES_UK

1. CLASSIFICATION_ID
2. THEME
3. QUERY_RESPONSE

Foreign Keys from this table:

Comments

This table contains themes and their scores generated for an email by iMT. This table can be edited by the user, who can add, delete and reprioritize the themes and scores. The themes are identified as an Incoming email theme or as a response selection theme, based on their named purpose.

Indexes

Columns

[top of page]

IEM.IEM_THEMES does not reference any database object

IEM.IEM_THEMES is referenced by following:

IEM

VIEW - IEM_THEMES#

[top of page]

View: IEM_EMAIL_ACCOUNTS_V

Comments

View Type

A public view which may be useful for custom reporting or other data requirements.

This view is mainly used by the JTF_RESOURCE module. The view displays a mapping between an Interaction Center and Email accounts.

Columns

[top of page]

APPS

SYNONYM - IEM_EMAIL_ACCOUNTS

SYNONYM - IEM_EMAIL_ICNTR_MAPS

APPS.IEM_EMAIL_ACCOUNTS_V is not referenced by any database object

[top of page]