Let’s continue our conversation about the ICM components processes (the beginning is here) and now it’s time to discuss the second component of the ICM Central Controller – Logger. It goes hand in hand with the Router, and it is also called the database server. The Loggers are also always duplexed and are associated with a Call router. Therefore, we have Router A and Logger A, Router B and Logger B, and so on. These database servers are our SQL database servers providing storage for configuration and real-time information.
All data captured from the ACD/PBX systems, the carrier network, and the details of the routing decisions made by the Router is logged into an SQL Server database of the Logger. The Logger’s database (Central Controller Database) contains the following types of information:
– 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 operation of the ICM Logger is ensured by the following main processes:
– Configuration Logger (configlogger) – stores configuration data in the Central Controller database. It manipulates configuration data.
– Historical Logger (histlogger) – stores historical data in the Central Controller database. It inserts
historical data into TMP historical
tables in the Logger database.
historical data into TMP historical
tables in the Logger database.
– Recovery (recovery) – recovers historical data using recovery keys. This process bulk copies
historical data from the TMP
historical tables to the actual
historical tables. Recovers and
synchronizes historical data with its
partner Logger during failover if
loggers are running duplex. It is also
responsible for historical data purges
in the Logger database based on
configured retention parameters.
historical data from the TMP
historical tables to the actual
historical tables. Recovers and
synchronizes historical data with its
partner Logger during failover if
loggers are running duplex. It is also
responsible for historical data purges
in the Logger database based on
configured retention parameters.
– Replication (replication) – replicates historical data from the Central Controller to the Historical Data Server (HDS) on an Administration & Data Server. Historical Data Replication must be selected in Logger setup.
– Outbound Option Campaign Manager (campaignmanager) – manages customer lists: provides
customer records for every Dialer in
the enterprise; determines when
customers should be called again;
maintains the “Do Not Call” list
in memory. The Campaign Manager
also sends real time and historical
data to the Router and distributes
configuration information to Dialer
and Import processes.
customer records for every Dialer in
the enterprise; determines when
customers should be called again;
maintains the “Do Not Call” list
in memory. The Campaign Manager
also sends real time and historical
data to the Router and distributes
configuration information to Dialer
and Import processes.
– Outbound Option
Import (baimport) – imports
contact lists into the Outbound
Option database; applies query rules
to the contact table to build dialing
lists; determines the GMT value for
each phone based on the region
prefix configuration.
Import (baimport) – imports
contact lists into the Outbound
Option database; applies query rules
to the contact table to build dialing
lists; determines the GMT value for
each phone based on the region
prefix configuration.
To be continued…