Cisco Cisco IP Contact Center Release 4.6.1 User Guide

If the HDS goes offline and you are using a fault-tolerant system with two HDS Distributor
Admin Workstations, you can run reports using the backup HDS. When the HDS comes back
up, it recovers data from the last HDS data backup. It also replicates data from the Logger for
the most recent data not available in the backup. The recovery data replication is faster than
regular Logger-HDS data replication. Once the HDS has recovered to its typical Logger-HDS
latency of one to 5 minutes, data replication proceeds as usual. If you are not using a fault-tolerant
system, you will not see data in historical reports until the HDS is restored. You might also
notice missing data as the replication process is in progress. This is temporary and you will see
the data once the replication process for the tables utilized by the reports is complete.

Reporting Intervals

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

The historical data is stored in the ICM/IPCC historical database in summary five-minute and
half-hour intervals. The ICM/IPCC 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.

In IPCC Enterprise deployments other than those that use the IPCC System PG, three TCD
records are generated and stored in ICM/IPCC software historical database: one record from
the initial CTI route point (Cisco CallManager PG), one from the VRU (VRU PG), and one
from the agent (Cisco CallManager PG).

In IPCC Enterprise deployments with the IPCC System PG and System IPCC deployments,
one Termination_Call_Detail record is generated.

Note: For accurate reporting, the time on the Peripheral Gateways and Central Controller be
synchronized.

Real-time Data

In real-time, each PG passes current status information to ICM/IPCC software. Every 15 seconds
(by default), the ICM/IPCC 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/IPCC entities. The following
image illustrates how data is moved to the local database.

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