Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
40
March 31, 2014
Selecting the Appropriate Data Store
Introduction
CAD stores some historical information in a data store on the CAD server. This data
store provides the content for two reports available in Agent Desktop and Supervisor
Desktop (the Agent State Log and Agent Call Log) and the Supervisor Record Viewer.
The data store retains agent state information for one day and agent call log and
recording information for a rolling seven day period.
store provides the content for two reports available in Agent Desktop and Supervisor
Desktop (the Agent State Log and Agent Call Log) and the Supervisor Record Viewer.
The data store retains agent state information for one day and agent call log and
recording information for a rolling seven day period.
CAD can use either of two types of data stores:
■
Flat files (default)
■
Microsoft SQL Server 2005 (32-bit and 64-bit)
NOTE: The CAD 8.5 base release only works with SQL Server 2005
32-bit. CAD 8.5(2a) works with both SQL Server 2005 32-bit and
64-bit.
32-bit. CAD 8.5(2a) works with both SQL Server 2005 32-bit and
64-bit.
The most significant difference between the two types of data stores is how data is
maintained during a failover in a high availability (HA) environment.
maintained during a failover in a high availability (HA) environment.
■
A flat file data store can lose data because, while records are updated
between Side A and Side B, there is never any attempt to compare and
reconcile data between the sides. For details on how flat files handle data,
see
between Side A and Side B, there is never any attempt to compare and
reconcile data between the sides. For details on how flat files handle data,
see
■
A SQL Server data store preserves all data because it reliably replicates and
synchronizes data between Side A and Side B. For details on how a SQL
Server data store handles data, see
synchronizes data between Side A and Side B. For details on how a SQL
Server data store handles data, see
.
The type of data store you choose to deploy should reflect the importance you place
on collecting and displaying this historical state log, call log, and recording data in your
contact center.
on collecting and displaying this historical state log, call log, and recording data in your
contact center.
You select which type of data store you want to use in the CAD Configuration Setup
utility, which runs after the services are installed.
utility, which runs after the services are installed.
If you opt to use a SQL Server database rather than the default flat files, you must
purchase the software and install and configure a SQL Server 2005 instance before
you begin your CAD installation.
purchase the software and install and configure a SQL Server 2005 instance before
you begin your CAD installation.
Flat Files
In a flat file implementation, there are three text files that hold the CAD data: