About the Dialer_Detail Table
The Dialer_Detail table is a historical table that is present in the Unified CCE/CCH database in Releases 7.2(2) and later. Its purpose is to allow detailed dialer records to be written to the Logger databases and replicated to each HDS database.
This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other CCE components). Use only DBDateTime (date and time of the record that was written to the HDSdatabase) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs.
Data stored in this table helps in managing the system and generating custom reports.
For example, the table stores the following information:
The Account Number for the contact and the Call Result, so that the last termination code can be obtained for each contact.
An identifier for the Agent so that skipped records and callbacks scheduled by each agent can be determined.
Additional data for troubleshooting of Outbound Dialer attempts, such as the CallID that was used to place the call.
After making an attempt to contact a customer, the Dialer sends the results to the Campaign Manager in a CloseCustomerRecord message.
The CloseCustomerRecord message is also sent if the Agent chooses to skip a call in preview mode. Results for Personal Callback attempts are sent to the Campaign Manager using a ClosePersonalCallbackRecord message.
Campaign Manager then sends a Dialer Detail record to the Router.
At this point, the message flow is identical to all other historical data in the system.
The Router passes the historical data information to the Historical Logger process.
The Historical Logger process commits the data to the Logger database.
The Replication process on the Logger passes the historical data to the Replication process on the Historical Data Server (HDS).
The Replication process on the HDS commits the data to the HDS database.
When the Router is down or the Campaign Manager loses the connection to the Router, the Campaign Manager stores Dialer_Detail records in a file on the server where Campaign Manager is running. All the Dialer_Detail records in the cached file are sent to the Router when the connection is restored.