Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
23
The Router feeds real-time data to the Administration Server and Real-time Data Servers.
The Logger stores historical data and replicates it to the Historical Database.
Administration Server and Real-time Data Servers write those records into the real-time
reporting database. Those Administration Server and Real-time Data Servers that are
configured to have Historical Data Servers also write the appropriate records to the historical
database. Cisco Unified Intelligence Suite (Unified IS) are web applications that uses Java
Servlets to build reports to be viewed from thin (web browser) clients.
configured to have Historical Data Servers also write the appropriate records to the historical
database. Cisco Unified Intelligence Suite (Unified IS) are web applications that uses Java
Servlets to build reports to be viewed from thin (web browser) clients.
Figure 6: Reporting Architecture
Note: In the preceding diagram, the “WebView” component shown may be either the WebView server component
(which may be coresident on the AW/HDS or standalone on its own server) or the Unified Intelligence Center
component.
(which may be coresident on the AW/HDS or standalone on its own server) or the Unified Intelligence Center
component.
2.6.1
Historical Data Server
The Historical Data Server (HDS) is an option to be installed with an Administration Server and
Real-time Data Server. It uses the same distributor technology used to keep the configuration
database up to date. The HDS provides a long-term repository for historical data and offloads
historical reporting from the Logger. Historical data is replicated from the Logger to one or more
HDSs.
Real-time Data Server. It uses the same distributor technology used to keep the configuration
database up to date. The HDS provides a long-term repository for historical data and offloads
historical reporting from the Logger. Historical data is replicated from the Logger to one or more
HDSs.
There are three types of HDSs:
1. Administration Server, Real-time and Historical Data Server, and Detail Data
Server
(
AW-HDS-DDS): HDS with call detail data store. This type includes both real-
time and configuration data and you can use it to source historical data for the Analysis
Call Path tool. This type is intended for small- to medium-sized deployments. There may
be a maximum of two AW-HDS-DDS servers per Logger side in small/medium
deployments but only one per Logger side in a large deployment (presumably with
multiple AW-HDS servers).
Call Path tool. This type is intended for small- to medium-sized deployments. There may
be a maximum of two AW-HDS-DDS servers per Logger side in small/medium
deployments but only one per Logger side in a large deployment (presumably with
multiple AW-HDS servers).
2. Administration Server and Real-time and Historical Data Server
(AW-HDS): HDS
without a call detail data store (no call detail, call variable, agent state data). This type
also includes both real-time and configuration data but you cannot use it to source data
also includes both real-time and configuration data but you cannot use it to source data
AW with HDS
HDS
Dist.
Central Controller
Historical
Data
MDS
Router
Logger
DBAgent
Web Clients
WebView
PGs
Real-time DB