Maintenance Manual

CHAPTER
3-1
Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
3
The ICM Databases
ICM software stores configuration information and call routing scripts in a central
database that is part of the Central Controller. You cannot directly alter data in the
central database. Instead, you work with a copy of the configuration and script
data that resides in the local database of the Distributor AW. When you make
changes to these data, (for example, by using the ICM Configuration Manager or
Script Editor tools,) the changes are applied to the Distributor AW’s local
database and automatically to the central database on the Logger.
In addition to safeguarding the integrity of data in the central database, the
Distributor AW’s local database stores real-time performance statistics. For
example, it stores data such as the current Average Delay in Queue, Longest Call
in Queue, and the number of Available Agents for each service. This information
is updated approximately every ten seconds.
ICM software stores historical performance data in the central database and in a
special Historical Data Server (HDS) database on the Distributor AW.
This chapter provides an overview of the ICM databases. In particular, it focuses
on the types of data contained in each database and how these data are kept
current.