WebView is a web-based tool that enables you to generate reports and
monitor call routing scripts in real-time. This document explains how you can
manually back up and restore the WebView database (DB) in a Cisco Intelligent
Contact Management (ICM) environment.
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to the
Technical Tips Conventions.
Engineering Specials (ESs) and Service Releases (SRs) of Cisco
Intelligent Contact Management (ICM) versions 5.0 and 6.0 do not allow you to
change the location of the WebView DB. The only option is to run the setup from
the media. The setup program requires you to remove the installed ES and SR,
and the process is error-prone. This document describes a method to manually
back up and restore the WebView DB.
The secondary WebView DB is designed to achieve these goals:
Users must be able to access WebView through multiple redundant
servers. Except when the WebView DB fails, users must be able to access the
same favorites, shared reports and scheduled report definitions from any of
those servers. In order to achieve such access in ICM version 5.0, you must
have a single WebView DB that a group of WebView Servers share. You can perform
the configuration during setup.
Users must be able to regain access to favorites, shared reports and
scheduled report definitions in the event of a WebView DB
The contact center IT personnel must implement procedures and tools
as a standard part of the product in a straightforward and error-free
In the event of a DB failure, you must be able to manually re-point
the primary WebView DB to the secondary WebView DB. However, you must ensure
that the process is reliable, and not prone to errors. You can use third party
tools that are already available as part of the product.
In the interval between a WebView DB failure and the completion of a
switch to the secondary WebView DB, users must still have access to WebView.
However, users cannot access favorites, shared reports and scheduled report
definitions until you complete the switch.
In order to switch to the secondary WebView DB, you can require the
availability of a recent backup of the WebView DB.
WebView DB must reside on the Distributor Admin Workstation
Note: This document is applicable only to WebView DB failure, and not for
WebView Server failure.
When the WebView DB fails, users can continue to run real time (RT) and
historical (HS) reports, and perform ad-hoc reporting. However, users cannot
use any WebView functionality that depends on the WebView DB when information
goes through any of the WebView Servers. The affected functionality
The solution is to allow users to use another WebView DB. Manually
change the Open DataBase Connectivity (ODBC) DSN to point to a different
location for the WebView DB when the current WebView DB is down. When you
perform a manual switch to another DB, you need not run the setup again.
Figure 1 shows the recommended topology for
the proposed solution.
Figure 1 – Topology for the Proposed
First, you need to implement a backup schedule. Complete these
Determine and implement a WebView DB backup schedule based on your
Select a machine or other storage area to back up the WebView
Set a schedule frequency that takes into consideration the loss of
any data changes since the previous backup. Data changes include addition or
deletion of saved reports, favorites and scheduled jobs.
Complete these steps:
Use SQL Server to restore the latest backup to the new WebView DB
on your new or repaired Administrative Workstation (AW).
Verify the rights granted to the Jaguar user to access the new
For more information, see the Tips to Check
Jaguar User Rights section.
Change the ODBC DSN to point to the new WebView DB location.
Complete these steps:
Log in as an administrator user.
Go to Start-> Programs > Administrative Tools >
Data Sources (ODBC).
The ODBC Data Source Administrator dialog box is
Figure 2 – ODBC Data Source
Click the System DSN tab (see arrow A in
Select the ODBC DSN for the WebView DB, which is displayed as
instance name WVDB_wv. In this example,
you select w2k1WBDB_wv (see arrow B in Figure 2),
where w2k1 represents the instance name.
Click Configure (see Arrow C in
The ODBC SQL Server Driver Setup dialog box is
Figure 3 – ODBC SQL Server Driver
Change the server name to point to the new location (see arrow A
in Figure 3).
Click Apply (see Arrow B in Figure 3).
Test WebView to verify the access to the new WebView DB.
A scheduled report consists of a ‘scheduler job’ and a ‘saved report’.
If a ‘saved report’ corresponding to a ‘scheduler job’ is lost during
restoration of the WebView DB, that particular ‘scheduler job’ is stranded. In
other words, the scheduled report no longer works, but the user cannot delete
the report from the scheduler.
You can verify the rights of the Jaguar user to access the new WebView
DB. Complete these steps:
Go to Start > Programs > Microsoft SQL Server >
Click Security > Logins.
Figure 4 – Select Security > Logins
domain\jagwvmachinename is listed as
If the Jaguar user does not exist, you must add the Jaguar user
manually. Complete these steps:
Right-click Logins, and select New
Login from the shortcut menu.
The SQL Server Login Properties - New Login dialog box is
Figure 5 – The SQL Server Login Properties - New Login Dialog
Box: General Tab
Note: Each WebView Server uses a different Jaguar login account. You
need to add a login account for the Jaguar user of each WebView Server.
domain\jagwvmachinename in the Name
field (see arrow A in Figure
Select the appropriate language from the Language list (see arrow B
in Figure 5).
Select the Database Access tab (see arrow C in
Figure 6 – SQL Server Login Properties - New Login: Database
Check the wvdb check box (see arrow A in
Check the db_owner check box (see arrow B in
The new Jaguar user is added.