Universal Timeline Service
The Universal Timeline Service is a separate service used for the following products:
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Provides a web service to retrieve timeline information of the contact.
For deployments that use a customer-owned Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database, no matter what channel your client uses to contact you, as long as their details are in your CDR database, the timeline will contain all previous (not the current) moments of contact.
Note
For deployments that use a customer-owned CDR database, the Universal Timeline Service can connect to the CDR database using a SQL Account or a Formerly known as Azure Active Directory (or Azure AD, or AAD) account