Maintenance Manual
CHAPTER
1-1
Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
1
Administration Overview
Because of its fault tolerant design, ICM software requires little ongoing
administration. However, there are some aspects of the ICM system that you
should understand:
• Fault Tolerant Architecture. The fault tolerant architecture of the ICM
system ensures continuous operation in the event of hardware or software
failures. Certain system administration tasks may not be necessary depending
on the level of fault tolerance present in your ICM system. You should review
the ICM’s fault tolerant features in order to gain a better understanding of
overall system administration.
• ICM Databases. The central database resides on the Central Controller and
is used for persistent storage of data. In addition, each Distributor Admin
Workstation has its own local database. The local database is used for
real-time reporting and storing configuration data and scripts. You should
understand how these databases are used in the system. You should also
become familiar with the tools that manage the data in these databases.
• Database Storage. The ICM databases are sized and set up at installation to
suit your particular contact center enterprise requirements. However, you
may want to become familiar with the aspects of system usage that affect
database storage capacity. You might also want to review the criteria for
sizing the ICM central database.
• General Administration. Although most administration is taken care of
automatically by the system, there are several optional administration
features you should be aware of (especially if configuration uses a simplexed
Central Controller). These include backing up the central database,
performing manual integrity checks on the Distributor AW local database,
and examining the Logger’s event log files.