Cisco Unified Intelligent Contact Management Enterprise

The Cisco Intelligent Contact Management (ICM) software uses two, and in some cases three, types of databases:

• The central database that is part of the Cisco ICM Central Controller
• The local database on each Distributor Admin Workstation (AW)
• Historical Data Server (HDS) database on a Distributor AW

The Cisco ICM software uses information from the central database in order to determine how to route each call. This includes information about your telephone system configuration and routing scripts. The local database holds a copy of the configuration data and scripts from the central database.

The local database also contains tables of real-time information that describe activity at the contact centers. The Central Controller keeps the real-time information in memory, but does not store this information in the central database. This information allows you to monitor current activity within the system.

ICM 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). Real-time information also includes summary information about what has happened during the last five minutes (for example, CallsIncomingTo5 and AvgTalkTimeTo5).

A. By default, all 5-minute data is turned off with the exception of the Routing_Client_Five_Minute table. This is because with 5-minute data enabled, the ICM database can fill up quickly. This causes the auto purge feature to start and potentially purge valuable data. When you save 5-minute data, the most significant negative effect is that the database and ICM performance is hampered because the 5-minute tables grow so large with respect to all other tables.

You can enable 5-minute data, but a very large database and high-end server is required. The database size depends on the amount of available disk space. It is recommended that you use half-hour data in place of 5-minute data.