Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Introduction
The ICM/IPCC Databases
ICM/IPCC software uses two—and in some cases, four—types of databases:
•
The central database that is part of the Central Controller.
•
The local database on each distributor Admin Workstation.
•
The Historical Data Server (HDS) database on a distributor Admin Workstation.
•
Optionally, the WebView database (usually installed on the Admin Workstation that will be
used for reporting).
used for reporting).
ICM/IPCC software uses information in the central database to determine how to route each
call. This includes information about your telephone system configuration and routing scripts.
The local database holds a copy of the configuration data and scripts from the central database.
call. This includes information about your telephone system configuration and routing scripts.
The local database holds a copy of the configuration data and scripts from the central database.
The local database also contains tables of real-time information that describe activity at the call
centers. (The Central Controller keeps the real-time information in memory but does not store
it in the central database.) This information allows you to monitor current activity within the
system.
centers. (The Central Controller keeps the real-time information in memory but does not store
it in the central database.) This information allows you to monitor current activity within the
system.
Historical information describing past activity at the call centers and within the ICM/IPCC
system is stored in the central database. This information is also stored in a special HDS database
on a distributor Admin Workstation at each site. Either the central database or an HDS database
serves as the historical database for an Admin Workstation user. You can access historical
information stored in the historical database to produce reports and screens.
system is stored in the central database. This information is also stored in a special HDS database
on a distributor Admin Workstation at each site. Either the central database or an HDS database
serves as the historical database for an Admin Workstation user. You can access historical
information stored in the historical database to produce reports and screens.
The WebView database is used to store and track saved reports, favorites, and scheduled report
jobs. When you save a report definition, the template name, report items, and date and time
range used to generate the report are stored in the WebView database. When you mark a report
jobs. When you save a report definition, the template name, report items, and date and time
range used to generate the report are stored in the WebView database. When you mark a report
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(1)
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Chapter 1