Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.2

offline, it retrieves all of the data on the Logger for the interval for which data is missing from
the backup, and you manually restore the rest of the data from the last HDS backup. For example,
if the HDS backup has data up to the last two weeks, the HDS would replicate the last two weeks
of data from the Logger when recovering. The amount of data retained on the Logger cover, at
a minimum, the time period between HDS backups. For example, if the Logger stores data for
two weeks, then you need to back up at least every other week to ensure that you can recover
all historical data.

Logger and Historical Data Server Failure and Recovery

If the Logger connected to the HDS goes offline, the HDS does not connect to a different Logger.
For example, if the HDS is connected to Logger B, it does not connect to Logger A if Logger
B fails. When Logger B comes back up, it recovers data from Logger A and begins to receive
current historical information. Once the Logger has recovered all of the data from Logger A, it
begins to replicate this data to the HDS. If reports are run from this HDS for recent intervals
while the Logger is offline, or while the Logger is in the process of recovering or replicating
data, you might not see data for those intervals in reports. This is temporary and you will see
the data once the replication process for the tables utilized by the reports is complete. If you are
using a fault-tolerant system with two HDS Distributor Admin Workstations, you can run reports
using the backup HDS while the primary HDS is not receiving data.

If the HDS goes offline and you are using a fault-tolerant system with two HDS Distributor
Admin Workstations, you can run reports using the backup HDS. When the HDS comes back
up, it recovers data from the last HDS data backup. It also replicates data from the Logger for
the most recent data not available in the backup. The recovery data replication is faster than
regular Logger-HDS data replication. Once the HDS has recovered to its typical Logger-HDS
latency of one to 5 minutes, data replication proceeds as usual. If you are not using a fault-tolerant
system, you will not see data in historical reports until the HDS is restored. You might also
notice missing data as the replication process is in progress. This is temporary and you will see
the data once the replication process for the tables utilized by the reports is complete.

Reporting Intervals

The ICM/IPCC Central Controller collects historical and real-time data.

The historical data is stored in the ICM/IPCC historical database in summary five-minute and
half-hour intervals. The ICM/IPCC Router forwards real-time contact center data to the
Distributor AW local database. This real-time and historical data can be accessed by client AWs
and the WebView reporting software.

The Central Controller also collects event-driven records, which include Route_Call_Detail
(RCD) and Termination_Call_Detail (TCD) records. RCD records contain details for each task
routed and TCD records contain details for every task that is connected and the terminated.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)