Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Cisco ICM/IP Contact Center Enterprise Edition Database Schema Handbook, Release 6.0(0)
Chapter 1 Introduction
General Concepts
Historical information describing past activity at the call centers and within the ICM system is stored in
the central database. If you use the HDS option, this information is also stored in a special database on
a distributor Admin Workstation at each site. Either the central database or an HDS database serves as
the
the central database. If you use the HDS option, this information is also stored in a special database on
a distributor Admin Workstation at each site. Either the central database or an HDS database serves as
the
historical database
for an Admin Workstation user. You can access historical information stored
in the historical database to produce reports and screens.
The WebView database is used to store and track saved reports, favorites, and scheduled report jobs.
When you save a report definition, the template name, report items, and date and time range used to
generate the report are stored in the WebView database. When you mark a report as a favorite, that user
preference is stored with the report in the WebView database. When you schedule a report job, the report
schedule with its parameters are stored in the WebView database.
When you save a report definition, the template name, report items, and date and time range used to
generate the report are stored in the WebView database. When you mark a report as a favorite, that user
preference is stored with the report in the WebView database. When you schedule a report job, the report
schedule with its parameters are stored in the WebView database.
Note
For information on creating and managing ICM databases, see the Cisco ICM Software Administrator
Guide. For information about creating and managing the Web View database, see the Cisco ICM
Software Web View Database Guide.
Guide. For information about creating and managing the Web View database, see the Cisco ICM
Software Web View Database Guide.
General Concepts
This section gives a brief overview of some relational database concepts and some details about how
ICM software generates data.
ICM software generates data.
Tables, Columns, and Rows
A database contains tables of data. A table defines a series of columns or fields. The actual data is stored
as rows or records within each table. Each row contains one value for each column of the table. For
example,
as rows or records within each table. Each row contains one value for each column of the table. For
example,
shows a table with five columns. It contains three rows of data.
Figure 1-1
Columns and Rows in a Table
The data in tables differ for each system, but the definition of tables and columns does not. This manual
describes the columns of each table; it does not describe the actual data in table rows.
describes the columns of each table; it does not describe the actual data in table rows.
Table Relationships
Related tables in a database share one or more common fields or columns. For example, as shown in
, both the Agent and Peripheral tables include the PeripheralID field. This defines a
relationship: each row in the Agent table is related to the row in the Peripheral table that shares the same
PeripheralID value.
PeripheralID value.