CRM 8.

9 Multichannel Communication ERDs

Table of Contents

Email – Inbound 2
Email – Framework 3
Chat 4
 CRM 8.9 Inbound Email

PS_RB_IBEW_EVTSTET
PS_RB_IBEI_EST_LNG MARKET (FK) PS_RB_IBER_EST_LNG PS_RB_IBEH_EST_LNG
LANGUAGE_CD PNLGRPNAME (FK) LANGUAGE_CD LANGUAGE_CD
MARKET (FK) SEQNUM MARKET (FK) MARKET (FK)
PNLGRPNAME (FK) PNLGRPNAME (FK) PNLGRPNAME (FK)
ORDER_NBR
DESCR ENABLED DESCR DESCR
DESCRLONG EVENTNAME DESCRLONG DESCRLONG
RC_ES_ITEM_TYPE
EVENTNAME_EVAL
RULE_NAME
CREATE_HISTORY_ITM
RC_VISIBILITY RB_AUDIT_SBR
EMAIL_FORMID
PS_RB_IBEI_EVENTST INCLUDE_URL
RB_SYSD_SBR ROW_ADDED_DTTM
MARKET ROW_ADDED_OPRID
RB_AUDIT_SBR
PNLGRPNAME ROW_LASTMANT_DTTM
PS_RB_IBER_EVENTST PS_RB_IBEH_EVENTST
DESCR ROW_LASTMANT_OPRID
MARKET MARKET SYNCID
RB_SYSD_SBR
PNLGRPNAME PNLGRPNAME SYNCDTTM
RB_AUDIT_SBR
DESCRLONG DESCR DESCR
PS_RB_IBEW_EVENTST
RB_SYSD_SBR RB_SYSD_SBR
MARKET RB_AUDIT_SBR RB_AUDIT_SBR RB_SYSD_SBR
PNLGRPNAME DESCRLONG DESCRLONG
DESCR RC_MAINT_OWNER
RB_SYSD_SBR SYSD_APPLICATION01
RB_AUDIT_SBR SYSD_APPLICATION02
DESCRLONG PS_RB_IBEH_EVTSTET
SYSD_APPLICATION03
MARKET (FK) SYSD_APPLICATION04
PS_RB_IBEI_EVTSTET PS_RB_IBER_EVTSTET PNLGRPNAME (FK) SYSD_APPLICATION05
MARKET MARKET SEQNUM SYSD_APPLICATION06
PNLGRPNAME (FK) PNLGRPNAME (FK) SYSD_APPLICATION07
ORDER_NBR
SEQNUM SEQNUM SYSD_APPLICATION08
PS_RB_IBEW_EST_LNG ENABLED
ORDER_NBR EVENTNAME SYSD_APPLICATION09
ORDER_NBR MARKET (FK)
ENABLED PNLNAME SYSD_APPLICATION10
ENABLED PNLGRPNAME (FK)
EVENTNAME EVENTNAME RC_VISIBILITY
LANGUAGE_CD
DESCR60 DESCR60 DESCR60
DESCR RB_SYSD_SBR RB_SYSD_SBR Subrecord
RB_SYSD_SBR
DESCRLONG RB_AUDIT_SBR RB_AUDIT_SBR
RB_AUDIT_SBR
 CRM 8.9 ERMS Framework
MCFEM_MAIL_MN2
MCFEM_MAIL_MAIN RB_QUERY_GROUP
MCF_EMAIL_ID (FK) RB_CLASSIFY_TBL
MCF_EMAIL_ID QUERY_GRP_ID
MCF_USER MCFEM_ATT_AUTH MCF_EMAIL_ID (FK)
MCF_EMAIL_STATUS RB_USTR_RQST RB_WL_QG_ASSOC QUERY_GRP_NAME RB_QUERY_ASSOC
MCF_SERVER MCF_EMAIL_ID (FK) MAIL_TYPE (FK) RB_ANALY_RQST
MCF_EMAIL_FROM MAIL_TYPE WORKLISTNAME (FK) QUERY_GRP_DESCR
MCF_IBNODE_NAME MAILBOX_ID QUERY_GRP_ID (FK)
MCF_EMAIL_SENDER MCF_AUTH_NAME MAIL_TYPE QUERY_GRP_ID (FK) QUERY_VQL
PROCESS_INSTANCE ROUTE_TO_DEFAULT QUERY_ID (FK)
MCF_UID MCF_AUTH_TYPE PROCESS_INSTANCE QUERY_GENERATE
MCF_WL_SUBJECT RQSTDTTM IBEM_REASON_CD QUERY_GRP_NAME QUERY_NAME
MCF_AUTH_ACL RQSTDTTM QUERY_THRESHOLD
MCF_DTTM_RECV RUNDTTM CLASSIFY_STATUS QG_PRIORITY RB_AUDIT_SBR
FROM_ADDRESS RUNDTTM QUERY_SPECIAL
MCF_OFFSET_RECV RB_AUDIT_SBR
QUERY_VQL_VALID
MCF_DTTM_SENT MCFEM_MAIL_PART PROCESS_INSTANCE
ACTIVE_FLAG
MCF_EMAIL_ID (FK) ROW_ADDED_DTTM
MCF_OFFSET_SENT RB_SLA_RUN_CTL RB_AUDIT_SBR
MCF_DTTM_SAVED MCF_EMAIL_PARTNO ROW_LASTMANT_DTTM
MCF_EMAIL_MSG_ID OPRID RB_QUERY
RUN_CNTL_ID MCF_CONTENT_TYPE
MCF_EMAIL_LANG_CD RI_STATUS_TBL QUERY_ID
MCF_FILENAME
MCF_MSG_SIZE MCF_EMAIL_ID (FK) MCF_IS_ATT_URL RB_MCF_STATUS RB_QUERY_GRP2 QUERY_NAME
MCF_ATTACH_LIST SLA_TYPE MCF_ATT_URL RB_WF_WL_GRP QUERY_GRP_ID (FK)
MCF_ATTACH_SIZES DESCR_SHORT QUERY_DESCR
RUNDTTM MCF_EMAIL_TEXT
MCF_IS_ATT_URL RB_SYSD_SBR RB_WF_GRP_NAME QUERY_USERVQL CASE_SENSITIVE
RB_AUDIT_SBR RB_AUDIT_SBR ACTIVE_FLAG
MCF_ATT_URL DESCR100
MCF_EMAIL_TEXT RB_AUDIT_SBR
RB_WF_WL_PRIVATE
QUEUE_FLG
RB_IN_EMAIL MCFUQQUEUEID
RB_EM_ROUT_HIST MCF_EMAIL_ID (FK) AUTO_ACCEPT_FLG
MCF_EMAIL_ID (FK) SLA_TIME_UNIT RB_MB_WL_ASSOC
MCFEM_MAIL_DSCR MAILBOX_ID (FK)
SEQ_NUM
MCF_EMAIL_ID (FK) INTERACTION_ID (FK) SLA_TIME_UNIT1 MAILBOX_ID (FK)
EMAIL_STATUS REPLY_TO_ADDRESS INTERNAL_TIMEOUT
MCF_LONGDSCR_NM EXTERNAL_TIMEOUT RB_WF_GRP_NAME (FK)
MAILBOX_ID MCF_WL_SUBJECT RB_KEYWORD
MCF_LONGDSCR WL_PRIORITY
OLD_WL EMAIL_STATUS (FK) RB_DOMAIN_ROUTE QUERY_ID (FK)
RB_SLA_RQST_TBL NEW_WL PROCESS_STATE KEYWORDS
ROUTE_DIRECT MAILBOX_ID (FK)
MCF_EMAIL_ID (FK) STRUCTURED_SW RB_ADDR_ROUTE
FROM_DOMAIN KEYWORD_WEIGHT
SLA_TYPE IBEM_ROUTE_MTHD MULTI_BO_ID_SW MAILBOX_ID (FK)
IBEM_REASON_CD SEQUENCE_5
RUNDTTM LAST_GROUP_WL (FK) FROM_ADDRESS WORKLISTNAME (FK)
RB_AUDIT_SBR
DESCR254 SLA_EXT_BASE_DTTM COMMENTSHORT
RQSTDTTM WORKLISTNAME (FK)
RB_AUDIT_SBR CURRENT_WL RB_AUDIT_SBR
SLA_RQST_STATUS COMMENTSHORT
WL_MAINT_DTTM
NOTIFY_DTTM RB_AUDIT_SBR
NOTIFY_PRCS_INST BO MB_DUE_DTTM
MB_WARN_DTTM
BO_ID WL_DUE_DTTM
BO_TYPE_ID WL_WARN_DTTM
BO_NAME BO_ID_CONTACT (FK)
RB_INEM_AUDIT
BO_NAME_SHORT BO_ID_CUST (FK)
AUDIT_OPRID RB_MAILEXCP_LOG
RB_AUDIT_SBR BO_ID_SITE RB_MAILREAD_LOG
AUDIT_STAMP ROLE_TYPE_ID_CUST (FK) MAIL_READ_INSTANCE (FK) MAIL_READ_INSTANCE
AUDIT_ACTN UNIQUE_ID
ROLE_TYPE_ID_CONTACT (FK)
AUDIT_RECNAME START_DTTM
ASSIGN_TO (FK) MCF_UID
RB_EMAIL_SCORES END_DTTM
MCF_EMAIL_ID (FK) ASSIGNED_DTTM RB_MAILBOX_DEFN MCF_EMAIL_MSG_ID
MAILBOX_ID CONTEXT_TAG MCF_EMAIL_ID (FK) STRCT_EMAIL_NUM
MAILBOX_ID MAIL_FILTER_ID (FK) UNSTRCT_EMAIL_NUM
REPLY_TO_ADDRESS RB_AUDIT_SBR MAILBOX_ID (FK)
SEQ_NUM MAILBOX_NUM
MCF_WL_SUBJECT OBJECT_TYP EFF_STATUS MCF_EMAIL_FROM
MAILBOX_TYPE EXCPT_EMAIL_NUM
EMAIL_STATUS OBJECT_ID MCF_WL_SUBJECT ATTCH_EMAIL_NUM
PROCESS_STATE SCORE MAIL_SERVER_NAME (FK) MCF_MSG_SIZE
BO_ID_CONTACT DESCR100 PROCESS_INSTANCE
MCF_EMAIL_TEXT
BO_ID_CUST EMAIL_ACCOUNT
BO_ID_SITE PASSWORD
ROLE_TYPE_ID_CUST REPLY_BY_MAIL_ADDR RB_EMAIL_FILTER
ROLE_TYPE_ID_CNTCT MAILBOX_POLL_FREQ MAIL_FILTER_ID
MULTI_BO_ID_SW POLLING_TIME_UNIT
ACTIVE_FLAG
LAST_GROUP_WL AUTO_ACKNOWLEDGMT
APPCLASSID
CURRENT_WL AUTO_ACK_PKG_ID
RD_PERSON APPCLASS_PATH
ASSIGNED_TO DEFAULT_WORKLIST (FK) RB_MAILSRV_DEFN
RB_INEM_HIST PERSON_ID LOG_EMAIL_EXP_LOGS
ASSIGNED_DTTM DEFAULT_PERS_ID MAIL_SERVER_NAME DESCRLONG
WL_MAINT_DTTM MCF_EMAIL_ID (FK) CONTACT_FLAG DEFAULT_PERS_NAME
DESCR100 RB_AUDIT_SBR
MB_DUE_DTTM SEQ_NUM BO_ID EXCP_PERS_ID
MB_WARN_DTTM EXCP_PERS_NAME RB_AUDIT_SBR
RC_VISIBILITY TITLE
WL_DUE_DTTM LANGUAGE_CD EXCEPTION_WORKLIST
MARKET RB_WEBFORM_DEFN
WL_WARN_DTTM EMPLID MBOX_OWNER_PERS_ID RB_APP_SRV_DEFN
PNLGRPNAME WEBFORM_TEMPL_ID
CONTEXT_TAG SEX MBOX_OWN_PERS_NAME APPL_SERVICES_ID
EVENTNAME
BIRTHDATE MAILBOX_OWNER LANGUAGE_CD
OLD_VALUE254 DESCR100
BO_ROLE_TYPE COMM_METHOD INTERNAL_TIMEOUT DESCR100
NEW_VALUE254 RB_APPCLASS_SBR
RI_INTERACTION SALUTATION_CD SLA_TIME_UNIT MAILBOX_ID (FK)
MAILBOX_ID ROLE_TYPE_ID APP_SRV_INPUT_TYPE
INTERACTION_ID SETID EXTERNAL_TIMEOUT APPL_SERVICES_ID (FK)
EMAIL_STATUS INBOUND_APPL_MSG
BO_TYPE_ID AUTHORIZATION_ID SLA_TIME_UNIT1 SUCCESS_PACKAGE_ID
CURRENT_WL RB_AUDIT_SBR
ROOT_INTER_ID DESCRSHORT PREF_WF_ROUTE_MTHD APPCLASSID FAILURE_PACKAGE_ID
PARENT_INTER_ID ASSIGNED_TO
PARTICIPANT_IND SOURCE_IND APPCLASS_PATH ERROR_PACKAGE_ID
DESCR254
BO_ID_CUST JOIN_IND PIM_ACCT_NAME ROUTING_RULE_TYPE RB_AUDIT_SBR
RB_AUDIT_SBR
ROLE_TYPE_ID_CUST RB_TRANSACTION_ID DRIVER_LICENSE AUTOMATIC_ROUTING
BO_ID_CONTACT ROLE_ICON_ENABLED DRIVER_L_STATE RB_AUDIT_SBR
ROLE_TYPE_ID_CNTCT ROLE_ICON_DISABLED DRIVER_L_EXP_DATE RB_SYSD_SBR
BO_ID_SITE BO_CAPTURE_CM RB_MARKET_SBR RB_AUDIT_SBR
SETID_CUSTOMER QUALIFY_PATH RB_AUDIT_SBR
BUSINESS_UNIT RB_MAIL_RUN_CTL
BASIC_DATA_ENABLED RC_MAINT_OWNER
OPRID RB_MLSCHDL_RQST ROW_ADDED_DTTM
INTERACTION_MTHD APPCLASSID SYSD_APPLICATION01
RUN_CNTL_ID MAILBOX_ID (FK) ROW_ADDED_OPRID
INTERACT_BEGIN APPCLASS_PATH SYSD_APPLICATION02
INTERACT_END RUNDTTM ROW_LASTMANT_DTTM
PUBLISH_FLAG MAILBOX_ID (FK) SYSD_APPLICATION03
ROW_LASTMANT_OPRID
RB_MCF_DETAIL_TYPE QC_ENABLED RUNDTTM RQSTDTTM SYSD_APPLICATION04 SYNCID
INTERACT_STATUS RB_SYSD_SBR SYSD_APPLICATION05
CANCEL_DTTM SYNCDTTM
INTERACT_FLOW RB_AUDIT_SBR START_DTTM SYSD_APPLICATION06
CALLBACK_DATE ADD_MAILREAD_INST SYSD_APPLICATION07
RB_MARKET_SBR SYSD_APPLICATION08
UPD_MAILREAD_INST
RB_AUDIT_SBR RQST_STATUS SYSD_APPLICATION09
REASON_CD SYSD_APPLICATION10
PROCESS_INSTANCE
Interaction Management Table
Subrecord

CDM Table
Tools Table
 CRM 8.9 Chat

PS_RB_CHAT_ADMIN
PNLNAME
MARKET
PS_RB_CHATMAP_LNG
DESCR
PNLNAME (FK)
MARKET (FK) MCFUQQUEUEID
PRIORITY
LANGUAGE_CD
RB_SKILL_LEVEL
DESCR RB_PNLNAME
MENUNAME
PNLGRPNAME
SUBJECT
PORTAL_NAME
NODE_NAME

PS_RB_CHAT_MAP
PNLNAME
MARKET
DESCR

PS_RB_CHAT_MAP_PG
PS_RB_CHATMAP_PG_L PNLNAME (FK)
PNLNAME (FK) MARKET (FK)
MARKET (FK) RB_PNLNAME
RB_PNLNAME (FK) RB_MARKET
RB_MARKET (FK) PNLGRPNAME
LANGUAGE_CD (FK) DESCR
DESCR MENUNAME
PORTAL_NAME
NODE_NAME

PS_RB_CHAT_LOG
MCF_CHAT_ID
INTERACTION_ID