User Guide

reaches maximum capacity before the HDS has completed the backup, updates to the database
stop until an administrator manually empties the log.
It is preferable to back up at a regularly scheduled time when the contact center is not busy.
You can also take the HDS offline and perform a backup. However, the HDS is not available
for reporting when it is offline. If you plan to back up the HDS database while offline, you
might want to configure a secondary HDS to use for reporting during the backup interval.
•
Determine the HDS backup schedule and the number of days for which data is retained on
the Logger.
You can configure the number of days for which data is stored in the Logger Central Database
and the HDS.
The Logger stores data for less time than the HDS. For example, you might store two weeks
of data on the Logger and a year of data on the HDS. Configure the amount of time that data
is stored on the Logger in relation to the schedule for HDS backups to ensure that you do not
lose data in the event that the HDS goes offline.
Also see Data Flow from Logger to Historical Data Server (page 143).
Planning for Enterprise Routing and Enterprise Reporting
When Unified ICM receives a route request for a call, it first determines the Call Type, finds
the script currently scheduled for that Call Type, and routes the call to the desired destination
(for example, to a service, skill group, agent, or announcement).
The Call Type can be changed throughout the life of a call to direct the call to a new routing
script and to gather report metrics for different legs or transactions.
For legacy ACDs where Unified ICM software is used for Enterprise Routing, consider the
following to ensure that your reports contain correct and relevant metrics:
•
Ensure all calls are routed by the Unified ICM software.
•
Deploy a Service Control VRU to provide treatment and to queue calls in the enterprise while
waiting for an available agent in a skill group. Queue calls to skill groups in Unified ICM
(Enterprise queuing) for all call centers. Avoid using ACD queues (site queues).
•
Use Translation Routes for routing calls to the legacy ACD. Always use translation routing
when routing calls between ACDs.
•
Once the call is routed and is terminated on the legacy ACD, have no treatment at the ACD.
•
Avoid having agents transfer calls directly to other agent stations or agent IDs. Instead, use
post routing capabilities to provide treatment and queuing for transferred calls.
•
Avoid handling Redirection on No Answer (RONA) situations on the ACD, where possible.
Instead, use post-routing capabilities to have the RONA calls routed by Unified ICM.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 4: Planning for Reporting
Planning for Enterprise Routing and Enterprise Reporting