Cisco Unified Intelligent Contact Management Enterprise

At some point, there might be a need to undelete configuration records which are mistakenly deleted in a Cisco Intelligent Contact Management (ICM) environment. This document describes if it is possible to undelete configuration records.

A. When deleting configuration records, depending on the configuration record involved, Cisco ICM performs either immediate deletion or logical deletion. For immediate deletion, ICM removes the record from the database immediately. For logical deletion, ICM sets the record's Deleted field to Y (yes), but the record remains in the database.

Some tables such as the Skill_Group_Member table do not have a Deleted field. When deleting a record from such a table, ICM immediately removes the record from the central and local database. For immediate deletion, it is not possible to retrieve the deleted configuration records since it is not in the database anymore.

Some tables such as the Skill_Group table do have a Deleted field. When deleting a record, ICM does not remove the record from the central and local database. Instead, ICM sets the record's Deleted field to Y to indicate that it is logically deleted. However, ICM does not have a built-in function to reset or modify the Deleted field. For logical deletion, the only function that ICM supports is to destroy the record permanently.

For either immediate deletion or logical deletion, you cannot undelete a deleted configuration record. The only option is to recreate the deleted record. For logical deletion, it is required to destroy the deleted record permanently before recreation.