Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Non-IPCC System PG creates more TCDs than IPCC System PG (by a ration of 
3 to 1) for call flows that involve IVR and agent.

For some call scenarios, IPCC System PG will increment the 

CallsOffered

 

fields in the 

Skill_Group

 RT & HH tables whereas IPCCE will not.  

CallsOffered

 is not in any standard reports.  

For some RONA call scenarios, IPCCE will increment the 

CallsOffered

 fields 

in the 

Peripheral

 RT & HH tables whereas IPCC System PG will not. 

Customers

 

who have upgraded to ICM 7.0(0) from releases prior to 6.0 please 

note that ICM 6.0(0) added a new database field to many tables: 

DBDateTime

. 

This field is a Date/Time indicator that tells what time a record was written to the 
HDS.

It is included in all of the Half_Hour tables, as well as in many other tables.

This field enables you to determine whether or not you have already extracted a 
particular record. 

For new records in the HDS, the DBDataTime field will be populated with the 
date and time that the record was written to the HDS. For migrated records, the 
DBDateTime field will be null. 

Selecting the MAX(DBDateTime) is a useful way to monitor the last time a table 
was updated with records.

If you develop custom reports based on the timestamp of completed calls from the 
TDC/RCD tables, which are grouped in half-hour intervals, you might notice 
discrepancies when you compare the results of these custom reports with the 
values in the standard 

Half_Hour

 tables.

The totals for the day match up exactly for the count of handled calls, but the 
half-hour intervals do not match up.

The reason is as follows: