Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual
See the "
Historical Data Server (page ?)
" section for more information on the HDS option.
In a Cisco Unified Intelligent Contact Management Hosted environment, a single machine might
serve multiple customers. In this case, each customer has its own database. For example, if a
Logger machine runs separate instances for each of 10 customers, then it contains 10 central
databases. If an Administration & Data Server needs access to those 10 customers, it needs 10
local databases (awdb).
serve multiple customers. In this case, each customer has its own database. For example, if a
Logger machine runs separate instances for each of 10 customers, then it contains 10 central
databases. If an Administration & Data Server needs access to those 10 customers, it needs 10
local databases (awdb).
Regardless of the number of databases, only one instance of SQL Server runs on each machine.
One set of SQL Server processes maintain all the databases on the machine.
One set of SQL Server processes maintain all the databases on the machine.
The Cisco Network Applications Manager Product Description and the Cisco Network
Applications Manager User Guide provide more information on multiple customer environments.
Applications Manager User Guide provide more information on multiple customer environments.
Types of Data
The system software handles three types of data:
•
Configuration data is stored in the central, HDS, and local databases (awdb).
•
Historical data is stored in the central database and the HDS database.
•
Real-time data is stored in the local database (awdb).
Configuration and Script Data
Configuration data describe your call center enterprise. For example, all of your peripherals,
services, dialed numbers, routes, and peripheral targets are part of the configuration data.
Configuration data can also include data that has been imported from other systems.
services, dialed numbers, routes, and peripheral targets are part of the configuration data.
Configuration data can also include data that has been imported from other systems.
In duplexed Central Controller systems, configuration data is kept duplexed on both Loggers.
It is always resynchronized when a Logger is restarted.
It is always resynchronized when a Logger is restarted.
Script data is also kept on both Loggers. Script data include all call routing and administrative
scripts that the system software uses in call routing (both current and previous versions).
scripts that the system software uses in call routing (both current and previous versions).
Historical and Real-time Data
Historical data and Real-time data provide information about certain objects in the system such
as service, skill groups, and routes.
as service, skill groups, and routes.
Real-time data provide current information on these objects.
Historical data fall into four categories: five-minute snapshots, interval summaries (15-minute
or half-hour), call detail records, and events.
or half-hour), call detail records, and events.
The five-minute tables contain snapshot data, which are values that are derived from real-time
data. Snapshot data provides a view of contact center activity at a particular instant. Since the
data. Snapshot data provides a view of contact center activity at a particular instant. Since the
Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 8.x
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Chapter 3: Working with Databases
Types of Data