Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual
Working with Databases
The system software stores configuration information and call routing scripts in a central database
that is part of the Central Controller. You cannot directly alter data in the central database.
Instead, you work with a copy of the configuration and script data that resides in the local
database (awdb). When you make changes to these data (for example, by using the Configuration
Manager or Script Editor tools), the changes are applied to the local database (awdb) and
automatically to the central database on the Logger.
that is part of the Central Controller. You cannot directly alter data in the central database.
Instead, you work with a copy of the configuration and script data that resides in the local
database (awdb). When you make changes to these data (for example, by using the Configuration
Manager or Script Editor tools), the changes are applied to the local database (awdb) and
automatically to the central database on the Logger.
In addition to safeguarding the integrity of data in the central database, the local database (awdb)
stores real-time performance statistics. For example, it stores data such as the current Average
Delay in Queue, Longest Call in Queue, and the number of Available Agents for each service.
This information is updated approximately every ten seconds.
stores real-time performance statistics. For example, it stores data such as the current Average
Delay in Queue, Longest Call in Queue, and the number of Available Agents for each service.
This information is updated approximately every ten seconds.
The system software stores historical performance data in the central database and in a special
Historical Data Server (HDS) database on the Administration & Data Server.
Historical Data Server (HDS) database on the Administration & Data Server.
The following explains where data is stored:
•
Real-time data is only stored in the local database (awdb) on the Administration & Data
Server when the Administration & Data Server has a Real-time Server role.
Server when the Administration & Data Server has a Real-time Server role.
•
Historical data is only stored in the HDS database on the Administration & Data Server when
the Administration & Data Server has an HDS role.
the Administration & Data Server has an HDS role.
This chapter provides an overview of the Unified ICM databases. In particular, it focuses on
the types of data contained in each database and how these data are kept current.
the types of data contained in each database and how these data are kept current.
This chapter contains the following topics:
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Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 8.x
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Chapter 3