Maintenance Manual

Chapter 3 The ICM Databases
Central Database
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Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
Script data is also kept on both Loggers. Script data include all call routing and
administrative scripts that ICM software uses in call routing (both current and
previous versions).
Historical and Real-time Data
Historical data and Real-time data provide information about certain objects in
the system such as service, skill groups, and routes.
Real-time data provide current information on these objects.
Historical data fall into four categories: five-minute snapshots, half-hour
summaries, call detail records, and events.
The five-minute tables contain snapshot data, which are values that are derived
from real-time data. Snapshot data provides a view of contact center activity at a
particular instant. Since the five-minute values change frequently, they are not
synchronized across the central databases of a duplexed Central Controller.
For the tables in which the Historical data and Real-time data are stored, see the
Cisco ICM Enterprise Edition Database Schema Handbook.
Central Database
The central database on the Logger contains the following types of data:
• Full configuration information for the enterprise
• All routing scripts—current and, if you choose to save them, past versions
• Event data
• Call detail data
• Five-minute summary data
• Half-hour historical data
The ICM central database maintains 5-minute summary and half-hour historical
data for each:
• Route
• Service