Maintenance Manual

3-3
Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
Chapter 3 The ICM Databases
Types of Data
A Distributor AW that serves as an Historical Database Server (HDS) has a special
database to store historical data it receives from the central database. Client AWs
can then access historical data from the HDS rather than from the central
database.
See “Historical Data Server,” later in this chapter, for more information on the
HDS option.
In a network service provider (NSP) environment, a single machine might serve
multiple customers. In this case, each customer has its own database. For
example, if a Logger machine runs separate instances for each of 10 customers,
then it contains 10 central databases. If a Distributor AW needs access to those 10
customers, it needs 10 local databases.
Regardless of the number of databases, only one instance of SQL Server runs on
each machine. One set of SQL Server processes maintain all the databases on the
machine.
The Cisco Network Applications Manager Product Description and the Cisco
Network Applications Manager User Guide provide more information on multiple
customer environments.
Types of Data
ICM software handles three types of data:
• Configuration data is stored in the central, HDS, and local databases.
• Historical data is stored in the central database and the HDS database.
• Real-time data is stored in the local database.
Configuration and Script Data
Configuration data describe your call center enterprise. For example, all of your
peripherals, services, dialed numbers, routes, and peripheral targets are part of the
configuration data. Configuration data can also include data that has been
imported from other systems, such as workforce scheduling data.
In duplexed Central Controller systems, configuration data is kept duplexed on
both Loggers. It is always resynchronized when a Logger is restarted.