Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

Change in the CAD Data Store

March 31, 2014

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Change in the CAD Data Store

In previous versions of CAD, agent state data, agent call log data, and recording 
metadata was kept in a SQL Server database. In CAD 8.5, the default data store is flat 
files instead of SQL Server. You have the option to use a SQL Server 2005 database, 
however, you must provide that software yourself; it is not included in the CAD 
installation.

For more information on flat files and SQL Server in CAD 8.5, see 

.

Because of this data store change, if you opt to use the default flat files, any agent 
state data, agent call log data, and recording metadata that is in the previous version 
of CAD will not be visible in CAD 8.5. The SQL Server database will still be there, but 
CAD will not read it. If you opt to use SQL Server, you must back up your data and then 
restore it to CAD 8.5, and the data from the previous version of CAD will be visible in 
CAD 8.5.

NOTE:  Agent state data is purged after one day and call log data is 
purged after seven days. Even though data from a previous version of 
CAD is lost after an upgrade, after one day you will have a complete 
set of agent state changes and after seven days a complete set of call 
log data for real time reports.

If you want to be able to access recordings from the previous version of CAD, you must 
do one of the following before you perform the upgrade:

■

Use the Play and Save function in Supervisor Record Viewer to save them 
individually as WAV files

■

Use the RAW to WAV utility to save them as WAV files in a batch process

Either of these methods results in converting the recordings to WAV format so they 
can be played in any media player. See the procedure, “Converting Recordings from 
*.raw to *.wav Format” in the Cisco CAD Troubleshooting Guide and “Using Supervisor 
Record Viewer” in the Cisco Supervisor Desktop User Guide for more information.