Cisco Phone with UCCX extension and agent tied to historical reporting

[ciscovnetengineer]

Hi experts,

Does anyone know if we delete unused phone with uccx extension and agents, will it also remove UCCX historical reporting and historical recording?  

Reason, we want to keep recording data and historical reporting for many years, but we need to clean up UCM phone license.

Thanks,

VN 

[sjadon]

Hi ,

No , if you delete the phones that were associated with CCX agent or delete the agent from CUCM  , that will not affect CCX reporting .The deleted agents will be marked inactive in CCX database but their data will still show up in historical reports.

[ciscovnetengineer]

Thanks Sjadon,

Let say I delete it and become inactive now.  I see there is "Purge Schedule" and "Auto Purge Configuration" in UCCX. How will these two-setting impact to inactive agent in CCX database?  Is there any easy and quick way to back up the inactive agent data?

[sjadon]

Hi ,

There are many tables in CCX , ref : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/reference/guide/uccx_b_125db-schema-guide/uccx_b_125db-schema-guide_chapter_01.html#reference_EB72E256E6D39EEC407C69D452CC0B36

When agent is removed from CCX its record in "resource" table is marked inactive. This is for CCX to know that this user not active and valid anymore ,and need not be processed further .The other tables will still be having data for this user and that is not modified .When the CUIC historical reports are run you will still be able to select the inactive users from the filter list and get their data .Their actual call and finesse state data is not modified .These users are just marked inactive

Now coming back to purge, the purge will remove records based on date not on active/inactive records .Lets say the purge is configured to remove data older that 2 years .Then regardless the record is active or inactive as long as its dated before 2 years  ,it will slowly be removed from CCX database .

There is command available from CLI to export the historical and config data in csv files via : "run uccx hrdataexport all" .You can also specify the date ranges or if any particular table that needs to be exported. This will create csv files for the tables in CCX database which can be fetched to SFTP server .

Ref for the command: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/maintain_and_operate/guide/uccx_b_uccx-125admin-and-operations-guide/uccx_b_uccx-125admin-and-operations-guide_appendix_011010.html#UCCX_RF_RA481CA1_00