Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The ICM Central Controller collects historical and real-time data.

The historical data is stored in the ICM historical database in summary five-minute and half-hour intervals.
The ICM Router forwards real-time contact center data to the Distributor AW local database. This real-time
and historical data can be accessed by client AWs and the WebView reporting software.

The Central Controller also collects event-driven records, which include Route_Call_Detail (RCD) and
Termination_Call_Detail (TCD) records. RCD records contain details for each task routed and TCD
records contain details for every task that is connected and the terminated. Three TCD records are generated
and stored in ICM software historical database: one record from the initial CTI route point (Cisco
CallManger PG), one from the VRU (VRU PG), and one from the agent (Cisco CallManager PG).

In real-time, each PG passes current status information to ICM software. Every 15 seconds (by default),
the ICM system forwards the latest data to the Distributor AW local database. The current, or real-time
data, which is kept in the Router's memory, includes data about agents, skill groups, services, call types,
trunk groups, and other ICM entities. The following image illustrates how data is moved to the local
database.

Real-time data is stored in several increments, as described in the following table.