Cisco Cisco IPCC Web Option Installation Guide
Note:
• In duplexed deployments (deployments that include physical side A and side B machines),
copies of side A machines are maintained on side B and automatically synchronized with
their side A counterparts.
their side A counterparts.
• The "up to five separate databases" total above does not include the additional databases
created by multichannel options (if you include multichannel options in your deployment).
Multichannel options will be available in a future release.
Multichannel options will be available in a future release.
• For specific information on the tables of the Unified SCCE databases, see the Database
Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted .
About Unified SCCE Data
Unified SCCE handles three types of data:
•
Configuration data is stored in the Central, Historical, and local databases.
•
Historical data is stored in the Central and the Historical databases
•
Real-time data is stored in the local database.
Configuration and Script Data
Configuration data describes your call center; for example, all of your agents, call types, and
dialed numbers are part of the configuration data. Configuration data can also include data that
has been imported from other systems, such as workforce scheduling data. In duplexed Central
Controller systems, configuration data is kept duplexed on both Central databases. It is always
re-synchronized when a Central Controller is restarted. Script data is also kept in both Central
databases. Script data includes all call routing and administrative scripts that Unified SCCE
uses in call routing.
dialed numbers are part of the configuration data. Configuration data can also include data that
has been imported from other systems, such as workforce scheduling data. In duplexed Central
Controller systems, configuration data is kept duplexed on both Central databases. It is always
re-synchronized when a Central Controller is restarted. Script data is also kept in both Central
databases. Script data includes all call routing and administrative scripts that Unified SCCE
uses in call routing.
Historical and Real-time Data
Historical data and Real-time data provide information about certain objects in the system such
as skill groups and agents. Real-time data provide current information on these objects.
as skill groups and agents. Real-time data provide current information on these objects.
Historical data fall into four categories: five-minute snapshots, half-hour summaries, call detail
records, and events. The five-minute tables contain snapshot data, which are values that are
derived from real-time data. Snapshot data provides a view of contact center activity at a
particular instant. Since the five-minute values change frequently, they are not synchronized
across the Central databases of a duplexed Central Controller.
records, and events. The five-minute tables contain snapshot data, which are values that are
derived from real-time data. Snapshot data provides a view of contact center activity at a
particular instant. Since the five-minute values change frequently, they are not synchronized
across the Central databases of a duplexed Central Controller.
About the Unified SCCE Central Database
The Unified SCCE Central database is the main configuration and call data database for Unified
SCCE. It resides on the Central Controller machine. If the Central Controller is duplexed, each
SCCE. It resides on the Central Controller machine. If the Central Controller is duplexed, each
Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)
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Chapter 18: About Unified SCCE Databases
About Unified SCCE Data