Cisco Cisco IP Contact Center Release 4.6.1 User Guide

not available, the task queues logically at the E-Mail Manager until the agent becomes available.
Because the task does not involve voice, physical queuing is not needed.

When the Collaboration Server receives a single-session or multi-session chat task request, it
sends the task information to the ICM/IPCC Central Controller for routing purposes. The
ICM/IPCC Central Controller returns an agent and skill group, the Collaboration Server pushes
the task to the agent. If an agent is not available, the task queues logically in the ICM/IPCC
queue of the Web Collaboration Option until the agent becomes available. Because the task
does not involve voice, physical queuing is not needed.

If the Collaboration Server is used for callback, delayed callback, or blended collaboration
sessions, it also sends the task information request to the ICM/IPCC Central Controller for
routing purposes. However, the Media Blender component is also involved in the task process.
When the ICM/IPCC Central Controller returns an agent and skill group, the Media Blender
ensures the correct agent and caller engage in an automatic phone call and Web collaboration.
If an agent is not available, the task queues logically in the ICM/IPCC queue of the Collaboration
Server until the agent becomes available. Because the task does not involve voice until the
Media Blender actually places the call, physical queuing is not needed.

The Collaboration Server implementation might also include the Dynamic Content Adapter
(DCA) component that enables agents and customers to share Web content that is secure,
personalized, live, interactive, or transactional (SPLIT content).

Understanding the Historical Data Server

Historical data is stored in the ICM/IPCC Logger's central database and in the Historical Data
Server (HDS) on the Distributor Admin Workstation.

You must use the HDS if you want to use WebView for reporting. Using the Logger's central
database for reporting with WebView is not supported. The only exception to this is for the
System IPCC All-In-One deployments that are for lab use only.

Typically, you set up two Distributor Admin Workstations as HDS machines. The same
fault-tolerant strategy that applies to the real-time Distributor AW also applies to the HDS; that
is, when the primary HDS fails, the Client Admin Workstation automatically switch over to use
the backup HDS. In System IPCC deployments, the appropriate number of HDSs for your
configuration are installed automatically.

Relationship Between the Logger and Historical Data Server

Each Historical Data Server (HDS) is connected to a single Logger. The Logger's central database
replicates historical data to the HDS. The replication process may have a latency of about one
to five minutes because the Logger replicates data table-by-table on the HDS.

You configure the number of days for which data is stored in the Logger central database and
the HDS. The Logger stores data for less time than the HDS. For example, you might store two
weeks of data on the Logger and a year of data on the HDS. You configure the amount of time
that data is stored on the Logger in relation to the schedule for HDS backups to ensure that you
do not lose data in the event that the HDS goes offline. When the HDS recovers after going

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)