Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Answered short calls are not available for the call type.

Note: If you do not want to count any answered calls as short calls regardless of how quickly
they terminate, you can disable answered short calls by leaving the Answered Short Call
Threshold field blank.

Planning the Historical Data Server for Reporting

If you plan to use WebView as your reporting tool, you must configure an ICM/IPCC Distributor
Admin Workstation as a Historical Data Server (HDS). The HDS stores historical reporting
data and WebView connects to the HDS to retrieve report information.

If you are using the System IPCC deployment, the HDS is installed for you in each deployment
other than the All-In-One deployment. The All-In-One deployment is for lab use only; in this
deployment reporting data is stored on the Central Database and WebView connects to this
database to retrieve report information.

Follow these guidelines to ensure that your Historical Data Server is configured to meet your
reporting needs:

•

Determine the size of the HDS. This section does not apply to System IPCC.

The size of the database depends on the size of your configuration and the amount of time
for which you want to retain data. Configuration that impacts the size of the HDS includes
the number of call types, skill groups, agents, skills per agent, routing clients, trunk groups,
services, peripherals, scripts, calls routed daily, and calls terminated daily. The larger the
configuration, the bigger the HDS must be to store data. For example, the historical Call
Type database tables store data for each call type for each five minute and half hour interval.

The amount of time that you want to retain data on the HDS also affects database size. Decide
how long you want to retain reporting data before it is purged automatically from the databases.
Data beyond the configured retention time is purged automatically each day at 12:30.

You can use the ICM/IPCC Database Administration (ICMDBA) tool to estimate the sizes
of your databases. The tool prompts you for your configuration information and the amount
of time that data is retained in the databases.

•

In System IPCC deployments, the HDS size is configured automatically during installation.
During configuration, you determine how long you want to retain reporting data before it is
purged automatically from the databases. Data beyond the configured retention time is purged
automatically each day at 12:30.

•

Determine how you want to back up the HDS.

You can back up the HDS either while the HDS is running or while it is offline (generally
when the contact center is closed or during a time with low call volume).

Generally, performing a backup during peak hours while running is not recommended.
Backing up while the HDS is running might impact performance, especially if you are backing

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)