Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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.

Figure 4: Real-time Data Moved to Local Database

Note: This refresh rate applies only to real-time reporting with WebView, which is not the same
mechanism used on the CTI agent desktop.

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

"Half" values contain a value for the current half-hour. The current half-hour is defined as the time
period falling between xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59.

Half

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