Cisco Systems ICM Software Version 4.5 2.2.1. Real-Time and Historical Data, 2.2.2. Historical Database Server (HDS), 2.2.3. Monitor-Only AW

40 The Admin Workstation
Each Distributor AW has its own local database that contains a copy of
data from the central database. The ICR’s Update AW background
process automatically keeps the local database synchronized with the
central database.
2.2.1. Real-Time and Historical Data
The ICR collects real-time and historical data from each call center to
determine where to route each call. The real-time data provides current
information about specific skill groups, services, trunk groups, routes,
and scripts. Real-time data are stored in the Distributor AW’s local
database where it is constantly overwritten by new data. The historical
data are stored in the ICR central databa se in summary five-minute and
half-hour intervals. The ICR also saves call detail records in the central
database for each call routed.
2.2.2. Historical Database Server (HDS)
A Distributor AW may optionally serve as an Historical Data Server
(HDS). In this configuration, the ICR Logger (the system’s database
server) automatically forwards historical data to the Distributor AW
where it is stored in a special HDS database. Other AWs at the site can
read historical data from the Distributor AW rather than from the central
database.
2.2.3. Monitor-Only AW
Some Intelligent CallRouter systems might incorporate a monitor-only
version of the Admin Workstation. This is a scaled-down client AW that
allows you to use the ICR’s reporting tools on desktop PCs running
Windows 95 or Windows NT. The monitor-only AW is used exclusively
for reporting and does not have the tools necessary for changing call
routing and system configuration data, or scheduling reports for printing.
See also: The monitor-only AW comes with on-line help that explains the
workstation’s features in more detail.