Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
Partitioning
Customers who enable partitioning can see the Administration Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for information about security related to partitioning.
Enterprise & Hosted for information about security related to partitioning.
The Partitioning security feature is not supported for new Unified ICM or Unified CCE installations.
Note
Real-time and historical data
Unified ICM and Unified CCE software maintains real-time and historical status information about certain
objects in the system such as service, skill groups, routes, and scripts.
objects in the system such as service, skill groups, routes, and scripts.
For example, the Route Real Time table contains real-time information about each route. The Route Five
Minute and Route Half Hour tables contain historical information about each route. The Route Real Time
table contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route Half
Hour table contains many rows for each route--Unified ICM and Unified CCE software adds an additional
row for each route every half hour. (It has a one-to-many relationship with the Route table.)
Minute and Route Half Hour tables contain historical information about each route. The Route Real Time
table contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route Half
Hour table contains many rows for each route--Unified ICM and Unified CCE software adds an additional
row for each route every half hour. (It has a one-to-many relationship with the Route table.)
The system software updates the real-time tables in the database every ten seconds. Real-time information
includes information about what is happening right now (for example, CallsQNow and ExpectedDelay). It
also includes summary information about what has happened during the last five minutes (for example,
CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalf
and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday).
includes information about what is happening right now (for example, CallsQNow and ExpectedDelay). It
also includes summary information about what has happened during the last five minutes (for example,
CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalf
and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday).
Unified ICM and Unified CCE software generates historical information on five- and 30-minute intervals,
with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a
new row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCE
software adds a new row for each Route to the Route Half Hour table every 30 minutes. Some of the information
for the historical tables is derived from accumulation fields in the real-time tables. For example, at the end of
each five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied to
the CallsOfferedTo5 field of the Route Five Minute table.
with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a
new row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCE
software adds a new row for each Route to the Route Half Hour table every 30 minutes. Some of the information
for the historical tables is derived from accumulation fields in the real-time tables. For example, at the end of
each five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied to
the CallsOfferedTo5 field of the Route Five Minute table.
Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time at the
start of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m.
contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the end
of the interval. For example, the CallsQNow field of the Service Five Minute table contains the number of
calls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of
10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00
a.m., look at the Service Five Minute record for 9:55 a.m.
start of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m.
contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the end
of the interval. For example, the CallsQNow field of the Service Five Minute table contains the number of
calls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of
10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00
a.m., look at the Service Five Minute record for 9:55 a.m.
Call detail data
Each time Unified ICM and Unified CCE software processes a routing request, it generates a Route Call Detail
row that contains information about the request and routing decision it made. Each row includes the day on
which the request was handled and a key value generated by Unified ICM and Unified CCE software that is
unique among all requests handled that day. These two values together comprise a unique identifier for the
call.
row that contains information about the request and routing decision it made. Each row includes the day on
which the request was handled and a key value generated by Unified ICM and Unified CCE software that is
unique among all requests handled that day. These two values together comprise a unique identifier for the
call.
Database Schema Guide for Cisco Unified Contact Center Enterprise Release 9.0
6
Introduction
Partitioning