Genesys 8.0 Interaction Concentrator Deployment Guide

In the example shown in Figure 8 on page 27

). Regardless of whether you have configured the ICON instance to perform this role, if T-Server or Interaction Server is present on the

Connections tab of the ICON

Application

object, ICON will perform aspects of the gcc role, which is required for internal processing in connection with other roles. However, for an ICON instance to be able to store interaction and party information from T-Server or

Interaction Server, it must have the gcc

role defined.

•

Agent state and login session state information—An ICON instance can store T-Server and, if applicable, Interaction Server data that pertains to agent states and agent login sessions.

•

Attached data information—An ICON instance can store T-Server and, if applicable, Interaction Server data that pertains to the attached data that is associated with interactions.

•

Outbound calls information—In an environment with the Genesys

Outbound Contact, an ICON instance can store OCS data that pertains to outbound calls and campaigns.

, the ICON instance named

ICON 1

handles only the history of configuration changes (configuration data) from Configuration Server. The instance named

ICON 2

handles the business data that agents attach to calls and that T-Server includes in TEvents that

26 Interaction Concentrator 8.0

Chapter 1: Product Overview ICON Roles pertain to those calls (attached data), as well as any other CTI-related data from the same T-Server or Interaction Server. Finally, the instance named

ICON 3

handles OCS data only.

Configuration

Server

T-Server/

Interaction Server

OCS

ICON 1

Configuration

Data

Attached

Data

ICON 2

Other CTI

Data

ICON 3

OCS Data

Centralized

IDB

Figure 8: Example of Role Division Among ICON Instances

Recommended Role Assignment

Genesys recommends the following role assignments in an environment with multiple ICON instances:

•

Do not distribute call-related and party-related information, agent state and login-session state information, and attached data information among separate ICON instances. Assign a single ICON instance to write these three data types from a single T-Server.

•

In large configuration environments, Genesys recommends dedicating one of the ICON instances to process configuration data ( role

= cfg

) and disabling configuration data processing in the other ICON instances

( role

= ~ cfg

). This improves ICON performance on startup, because the initial configuration loading stage can take quite a long time.

Note:

If multiple ICON instances are writing data to the same IDB, ensure that you assign only one ICON instance to write

configuration data to the IDB. See “Rules and Restrictions” .

For the values that enable role assignments, see the description of the

role

configuration option on

In addition to new functionality described in “New in This Release” on page 30 , and depending on the role configured for the Interaction Concentrator

Rules and Restrictions

When you assign ICON roles, observe the following restrictions:

•

Two or more instances of ICON that perform the same role(s) cannot store information from the same data source(s) to the same IDB(s).

Deployment Guide 27

Chapter 1: Product Overview Supported Features and Functionality

For example, if you have two ICONs, each configured to perform the gcc, gud,

and gls

roles, they can write to the same IDB only if they are connected to different T-Servers or Interaction Servers.

Conversely, if you have two ICONs, each configured to perform the gcc, gud,

and gls

roles, they can be connected to the same set of T-Servers or

Interaction Servers only if they write to different IDBs.

•

Two or more instances of ICON that perform the cfg

role cannot store configuration information to the same IDB(s).

Be aware that the default value of the role

option is all.

If you have more than one instance of ICON writing to the same IDB, you must configure the ICON applications so that only one ICON performs the cfg

role.

Supported Features and Functionality

instance, Interaction Concentrator provides the following features and functionality to support reporting about contact center activities:

•

Captures and stores information about the current contact center configuration (objects and associations), and preserves information about deleted configuration objects and terminated associations.

•

Captures and stores detailed information about active and completed voice interactions, including switch, DN, time, and routing information about calls and parties. Interaction Concentrator uses a globally unique call identifier.

•

Captures and stores detailed information about multimedia interactions

(e-mail, non-SIP chat, and custom-designed media such as fax and web forms). Interaction Concentrator can support a large number of concurrently active multimedia interactions, and also provides the ability to identify if a chat session has the focus. For more information, see the chapter about integrating with Genesys eServices/Multimedia and 3 rd

Party

Media in the Interaction Concentrator 8.0 User’s Guide.

•

Captures and stores detailed information about SIP chat interactions.

•

Captures and stores detailed information about agent states and login sessions, for agents handling voice as well as multimedia (e-mail, non-SIP chat, other third-party media) and SIP chat interactions.

For voice interactions, functionality includes the option to report after-call work (ACW) for the first interaction associated with ACW, as well as the option to suppress the interruption of the

ACW

and

NotReady

agent states by interactions coming to, or produced by, the agent.

For more information, see the chapter about agent states and login sessions in the Interaction Concentrator 8.0 User’s Guide.

28 Interaction Concentrator 8.0

Chapter 1: Product Overview Supported Features and Functionality

•

Supports custom agent states, for agents handling voice interactions. For more information, see the chapter about custom states and common data in the Interaction Concentrator 8.0 User’s Guide.

•

For all types of interactions, captures and stores detailed information about virtual queue usage in interaction processing, including reporting on a wide range of detailed routing results for interactions that are distributed from virtual queues. For more information, see the chapter about monitoring virtual queues in the Interaction Concentrator 8.0 User’s Guide.

•

For voice interactions, captures and stores detailed information about virtual routing point (VRP) usage in call processing.

•

Captures and stores detailed information about interactions that are generated in a network-based contact solution.

•

Captures and stores detailed information about interactions that are generated in a network call parking environment.

•

Stores attached data and captures the history of attached data changes for voice interactions as well as eServices/Multimedia (e-mail and chat) and

3 rd

Party Media interactions. For more information, see the chapter about attached data in the Interaction Concentrator 8.0 User’s Guide.

•

Supports customized attached data processing for voice calls. For more information, see the chapter about attached data in the Interaction

Concentrator 8.0 User’s Guide.

•

Captures and stores detailed information about outbound campaigns, including:



History of campaign processing

History of chain processing

Precalculated metrics provided by OCS

For more information, see the chapter about integrating with Outbound

Contact in the Interaction Concentrator 8.0 User’s Guide.

•

Provides a configurable filtering mechanism for certain types of data, to enable the optimization of database size and performance. For more information, see the chapter about filtering IDB data in the Interaction

Concentrator 8.0 User’s Guide.

•

Provides the ability to resynchronize the configuration data in IDB with

Configuration Database on demand. For more information, see the chapter about resynchronizing configuration changes in the Interaction

Concentrator 8.0 User’s Guide.

•

Supports high availability (HA) of all types of data through the use of parallel ICON instances, each with its own instance of IDB, in combination with supplementary data that provides information about the availability and reliability of the data stored in IDB.

For more information, see the chapter about implementing HA in the

Interaction Concentrator 8.0 User’s Guide.

Deployment Guide 29

Chapter 1: Product Overview Supported Features and Functionality

•

Supports near–real-time, intraday reporting by writing data to IDB as soon as the data is available (as opposed to after the interaction is completed).

•

Provides a sophisticated recognition mechanism, utilizing Inter-Site Call

Linkage (IS-Links), to process multi-site interactions. ICON receives information from T-Server regarding the relationship between a given interaction and an interaction at a different site. As a result, complete data is available for reporting across sites. Interaction Concentrator provides a stored procedure to merge the interaction records for multi-site interactions. For more information about the merge procedure, see the chapter about special stored procedures in the Interaction Concentrator 8.0

User’s Guide.

•

Supports multibyte character encoding.

•

Stores time information in two formats:



Greenwich Mean Time (GMT)—As a datetime

data type.



Coordinated Universal Time (UTC) seconds—As an integer

data type.

ICON obtains the time information from the timestamps of the data provider events (for example, T-Server TEvents), in the form of UTC seconds.

•

Provides mechanisms to purge voice and multimedia interactions, agent login session data, attached data, and OCS data that is stored in IDB. For more information about the purge procedures, see the chapter about special stored procedures in the Interaction Concentrator 8.0 User’s Guide.

New in This Release

The 8.0 release of Interaction Concentrator provides the following additional or changed functionality:

•

Supports the configuration in which one ICON instance is able to create and maintain connections to multiple Network T-Servers working with the

same switch in load-balancing mode. For more information, see “Multiple

Network T-Servers per Network Switch (Load-Balancing Configuration)” on page 25

A new configuration option on the

Switch

object, load-balancing-onntwk-switch,

enables ICON to identify whether the Network T-Servers are operating in load-balancing mode. For more information about this option, see

page 145 .

A new, standard-level log message identifies when the ICON application detects an additional connection to a Network T-Server in load-balancing mode.

•

Reliably indicates whether the endpoint associated with a party is an IVR device. ICON uses a formerly reserved field in the

G_PARTY_HISTORY

table,

GSYS_EXT_INT1,

to store information that identifies when the party is

30 Interaction Concentrator 8.0

Chapter 1: Product Overview Supported Features and Functionality associated with an IVR device—a value of

in this field, in the first historical record related to the party, indicates that the associated endpoint is an IVR.

ICON determines that the party is associated with an IVR device based on the configuration of the DN or IVR port. For more information, see the description of the ivr

option, in the gts

section of the

configuration object, on

page 148

For more information about the

GSYS_EXT_INT1

field in the

G_PARTY_HISTORY table, see the Interaction Concentrator 8.0 Physical Data Model document for your particular RDBMS.

•

Properly handles user data that is updated by a routing strategy or agent after the party’s association with the interaction has been terminated (for example, the call was transferred). For more information, see the section about user data postprocessing in the Interaction Concentrator 8.0 User’s

Guide.

•

Identifies whether the UserEvent that caused a record to be written to a custom states table came from a device at a time when that device was participating in an active call. ICON uses a formerly reserved field,

GSYS_EXT_INT1,

as a flag—a value of

in this field in the

G_CUSTOM_DATA_P or

G_CUSTOM_DATA_S

tables indicates that the UserEvent was generated while the device was participating in an active call.

•

If a virtual queue is involved in routing an interaction, stores the database identifier assigned to the virtual queue by Configuration Server (the DBID of the virtual queue) in the

G_ROUTE_RESULT

table in IDB, if this data is provided by URS.

For more information, see the section about the virtual queue DBID in the chapter about monitoring virtual queues and routing points in the

Interaction Concentrator 8.0 User’s Guide.

•

Enables downstream reporting applications to identify when data was not available and to evaluate the reliability of available data provided by

T-Server, Interaction Server, Outbound Contact Server, and Configuration

Server.



This functionality:

Provides a mechanism for downstream reporting applications, such as

Genesys Info Mart, to support HA for all types of data, including multimedia and Outbound Contact data, when one of a pair of ICON instances fails.

Enhances support for HA by enabling downstream reporting applications to detect in advance when to switch over to another IDB for data extraction.

Improves data integrity and ICON functioning by enabling downstream users to identify the periods when configuration data was not captured or stored and, therefore, to take the necessary action to resynchronize configuration data in a timely manner.

Deployment Guide 31

Chapter 1: Product Overview Supported Features and Functionality

Operating

Systems

To enable this functionality, new tables in IDB, one for each type of data provider (as specified by the ICON role), store detailed data about connections, timestamps, and events from the specified data sources. For more information about the new tables, see the Interaction

Concentrator 8.0 Physical Data Model document for your particular

RDBMS.

For more information about using this new functionality, see the section about determining data availability and reliability in the Interaction

Concentrator 8.0 User’s Guide.

•

Provides sufficient information at the call and party level for downstream reporting applications to determine which party released the call.

To support this functionality, ICON uses the

GSYS_EXT_VCH1

and

GSYS_EXT_VCH2

fields in the

G_CALL_STAT

table and the

GSYS_EXT_INT1

field in the

G_PARTY_STAT

table to store information, if it is reported by T-Server.

A new configuration option, store-releasing-party

(see page 115 ),

enables this functionality.

This feature requires T-Server release 8.0 or higher. Interaction

Concentrator 8.0 supports this feature for the Alcatel A4400/OXE switch.

Interaction Concentrator 8.0.000.35 and higher also supports this feature for Avaya switches; for Avaya, this functionality requires T-Server for

Avaya Communication Manager release 8.0.101.05 or higher.

For more information about using the new functionality, see the section about identifying who released the call in the Interaction Concentrator 8.0

User’s Guide. See also the information about the

G_CALL_STAT

table and the

G_PARTY_STAT

table in the Interaction Concentrator 8.0 Physical Data

Model for your particular RDBMS.

•

Improves merge functionality.



Implements database locking in a way that reduces the potential for problems to occur during execution of the merge procedure.



Introduces a new stored procedure, gsysIRMergeReset,

that simplifies the steps to reset the merge procedure if required.

•

Streamlines future migration by packaging the stored procedures that support each 8.x release in a schema-specific set. A particular ICON release works only with the corresponding stored procedures package.

Multiple sets of packages can exist in the same IDB, and an earlier set of stored procedures can work with a later version of the IDB schema. For more information, see the Interaction Concentrator section of the Genesys

Migration Guide.

•

Introduces support for the following operating systems:



IBM AIX 64-bit version 6.1



Red Hat Enterprise Linux AS Edition version 5.0, for 32-bit Intel platform

HP-UX/PA 64-bit version 11i v3

Microsoft Windows Server 2008 on 32-bit and 64-bit platforms

32 Interaction Concentrator 8.0

Chapter 1: Product Overview Supported Features and Functionality

Virtual

Environments

RDBMSs

•

Discontinues support for the following operating systems:



Microsoft Windows Server version Win2000 on 32-bit Intel processors



Solaris/SPARC 32-/64-bit version 7

HP-UX/PA 32-/64-bit version 11.00

•

Introduces support for the following virtual environments:



IBM PowerVM LPAR



Sun Solaris Containers

•

Introduces support for the following relational database management systems (RDBMSs):



Oracle 11g



Microsoft SQL Server 2008

IBM DB2 9.5

•

Discontinues support for Microsoft SQL Server version 2000.

Deployment Guide 33

Chapter 1: Product Overview Supported Features and Functionality

34 Interaction Concentrator 8.0

Chapter

Deployment Planning

This chapter lists the prerequisites for Interaction Concentrator deployment. It also provides other primary information that you need in order to plan an

Interaction Concentrator (ICON) installation, including information about compatibility with other Genesys components.



This chapter contains the following sections:

Compatibility, page 35

Prerequisites, page 37

General Considerations, page 41

Sizing the Interaction Database, page 41

Compatibility

This section lists the various Genesys components with which Interaction

Concentrator release 8.0 is compatible.

For information about supported operating systems and relational database management systems (RDBMSs), see the Genesys Supported Operating

Environment Reference Manual document. Note that Oracle versions 8.1 and earlier are not supported.

Table 2 lists the Genesys product components with which Interaction

Concentrator operates. Refer to the Interaction Concentrator 8.0 Release Notes for any updates to the release requirements for the various components.

Deployment Guide 35

Chapter 2: Deployment Planning Compatibility

Table 2: Interaction Concentrator Compatibility

Area of Functionality

Configuration Layer

Management Layer

T-Server

Multimedia

Outbound Contact

Routing

Component/Product

• Configuration Server release 7.2 or higher

• DB Server release 7.2 or higher

Note: Configuration Server 7.2 does not support all ICON functionality. In particular, the configuration synchronization feature requires

Configuration Server release 7.5 or higher; do not attempt to use this feature with Configuration

Server release 7.2.

• Message Server release 7.1 or higher

• Local Control Agent release 7.1 or higher

• T-Server release 7.2 or higher

Note: The feature to determine which party released the call requires T-Server release 8.0 or higher, and is supported for the Alcatel

A4400/OXE switch and, if you are running

Interaction Concentrator release 8.0.000.35 or higher, is also supported on Avaya switches

(requires Avaya Communication Manager

8.0.101.05 or higher).

• eServices/Multimedia Interaction Server release 7.5 or higher

Note: To configure the total number of keep-in-memory interactions that can reside concurrently in an interaction queue or interaction workbin requires Interaction Server release 7.6.1 or higher.

• Outbound Contact release 7.2 or higher

Note: If you use OCS 7.2 as the data source, attached data is not automatically linked to the call record. You must specially configure attached data to be linked.

• Universal Routing Server release 7.2 or higher

Note: For virtual queue reporting, the minimum required version of Universal Routing Server is release 7.2.001.11.

36 Interaction Concentrator 8.0

Chapter 2: Deployment Planning Prerequisites

Prerequisites

Interaction Concentrator has important specific requirements in the following areas:

•

Hosting (see

page 37 )

•

Genesys Framework (see page 38

)

•

Outbound Contact (see

page 39 )

•

Universal Routing (see

page 39 )

•

Multimedia (see page 40 )

•

Interaction Database (see page 40

)

The following subsections describe each of these areas in turn. Before you install Interaction Concentrator, review the requirements and recommendations in these subsections.

Hosting

Genesys recommends that you or your IT specialist assign host computers to

Genesys software before you start a Genesys installation. Keep in mind the following restrictions:

•

Do not install all Genesys server applications on the same host computer.

•

When installing multiple server applications on the same host computer, prevent all of them, except Configuration Server, from using swap space.

See the “Network Locations for Framework Components” chapter of the

Framework Deployment Guide and the “Architecture” chapter of the

Framework Management Layer User’s Guide, for information about the optimal locations for:

•

Configuration Layer components

•

Management Layer components

•

T-Server

For Interaction Concentrator and its DB Server, observe the following recommendations:

•

Install DB Server on the same computer as the Interaction Database (IDB).

•

You can use the same host computer for ICON and T-Server.

Time Synchronization Among Hosts

In an environment with either a single ICON instance or multiple ICON instances operating with multiple T-Servers, synchronize the system time on the T-Server host computers to one second or better.

Deployment Guide 37

Chapter 2: Deployment Planning Prerequisites

Genesys Framework

Configuration

Layer

Management

Layer

Telephony Objects

T-Server

Deploy the Genesys Framework components before you deploy Interaction

Concentrator.

At the very least, you must set up the Configuration Layer of Genesys

Framework. You cannot configure Interaction Concentrator components without the Configuration Layer. This layer contains DB Server, Configuration

Server, Configuration Database, Configuration Manager, and, optionally,

Deployment Wizards.

You will need a Genesys Management Framework product CD in order to install components of the Configuration Layer.

For information about, and deployment instructions for, these Framework components, see the Framework Deployment Guide.

If you intend to monitor or control Interaction Concentrator and its DB Server through the Management Layer, you must also configure and install

Management Layer components—in particular, LCA, Message Server,

Solution Control Server (SCS), and SCI.

To monitor the status of Interaction Concentrator components through the

Management Layer, you must load an LCA instance on every host that is running ICON and DB Server instances. Without LCA, the Management Layer cannot monitor the status of these components. If you do not use the

Management Layer, you do not need LCA.

You will need a Genesys Management Framework product CD in order to install the components of the Management Layer.

For information about, and deployment instructions for, these Framework components, see the Framework Deployment Guide and the Framework

Management Layer User’s Guide.

Create configuration objects for every PBX about which you want Interaction

Concentrator to store data.

Use Configuration Manager to configure telephony objects, including a

Switching Office

object and

Switch

object for the PBX, and one

(Directory

Number) object for each user’s telephone number. For configuration settings

that are specific to Interaction Concentrator, see “Switch Configuration

Options” on page 137

and “DN Configuration Options” on page 147 .

If you intend to collect computer-telephony integration (CTI)–related (call) reporting data, configure and install a T-Server application for your particular

PBX, if it is not yet deployed. Make sure that the

Switch

object that this

T-Server will serve is specified in the

T-Server Application Properties dialog box.

In a multi-site environment, deploy one T-Server application for each PBX.

38 Interaction Concentrator 8.0

Chapter 2: Deployment Planning Prerequisites

Note:

All T-Servers and, if applicable, Interaction Servers of type

T-Server from which an ICON instance should collect data must be listed among the ICON

Application

object’s connections.

You will need a Genesys Media product CD in order to install your T-Server.

For information about, and deployment instructions for, telephony objects and

T-Server, see the Framework T-Server Deployment Guide for your particular

T-Server.

Outbound Contact

If you intend to collect data about outbound campaigns, deploy components of

Genesys Outbound Contact, release 7.2 or higher. If you have an earlier release of Outbound Contact, upgrade to release 7.2 before you deploy Interaction

Concentrator.

To provide outbound information to ICON, at least one OCS application must exist and be properly configured.

Note:

All OCS instances from which an ICON instance should collect data must be listed among the ICON

Application

object’s connections.

For deployment instructions for Outbound Contact components, see the

Outbound Contact Deployment Guide. For Outbound Contact migration instructions, see the latest Genesys Migration Guide. For recommendations on how to enable outbound reporting in Interaction Concentrator, refer to the chapter about integrating with Outbound Contact in the Interaction

Concentrator 8.0 User’s Guide.

Universal Routing

If you intend to collect data about virtual queues, deploy components of

Universal Routing, release 7.2 or higher, that support virtual queue functionality. If you have an earlier release of Universal Routing, upgrade to a release that supports virtual queue functionality.

Note:

Interaction Concentrator requires Universal Routing Server (URS) release 7.2.001.11 higher for virtual queue reporting.

In order to provide virtual queue information to Interaction Concentrator, at least one URS application must exist.

Interaction Concentrator functionality related to storing, in IDB, extended routing results from virtual queues requires Universal Routing Server (URS) release 7.6 or higher. To enable extraction of this extended routing

Deployment Guide 39

Chapter 2: Deployment Planning Prerequisites information, you must also set the values of the report_reasons

and report_targets

configuration options in URS to true.

For deployment instructions for Universal Routing components, see the

Universal Routing Deployment Guide. For Universal Routing migration instructions, see the latest Genesys Migration Guide. For recommendations on how to enable virtual queue reporting in Interaction Concentrator, refer to the chapter about monitoring virtual queues in the Interaction Concentrator 8.0

User’s Guide.

Multimedia

If you intend to collect interaction, agent state, and agent login session data for eServices/Multimedia (e-mail and chat) and 3 rd

Party Media interactions, configure and install an Interaction Server application for your Multimedia switch, if it is not yet deployed. Make sure that the

Switch

object that this

Interaction Server will serve is specified in the

Interaction Server

Application Properties

dialog box.

In a multi-site environment, deploy one Interaction Server application for each

Multimedia switch.

Note:

The Interaction Server from which an ICON instance should collect data must be listed among the connections of the ICON

Application object. However, ICON cannot connect directly to applications of type

Interaction Server.

If necessary, you must configure a dummy

Interaction Server

Application

of type

T-Server,

designate the

Multimedia switch that Interaction Server uses as a switch for the dummy application, and connect the ICON

Application

to the

T-Server

–type Interaction Server. For more information, see “Storing

Multimedia Data” on page 63

The functionality introduced in ICON release 7.6.1 to support a large number of concurrently active multimedia interactions requires Interaction Server release 7.6.1 or higher.

For information about—and deployment instructions for—Interaction Server, see the eServices (Multimedia) Deployment Guide. For recommendations on how to enable multimedia reporting in Interaction Concentrator, refer to the chapter about integrating with Genesys eServices/Multimedia and 3 rd

Party

Media in the Interaction Concentrator 8.0 User’s Guide.

Interaction Database

Interaction Concentrator uses IDB to store reporting data. At least one IDB instance is required, which can be running on any Genesys-supported RDBMS except Sybase and Informix (since ICON release 7.6). Oracle versions 8.1 and earlier are also not supported. For a list of Genesys-supported RDBMSs, see

40 Interaction Concentrator 8.0

Chapter 2: Deployment Planning General Considerations the Genesys Supported Operating Environment Reference Manual. For the changes in RDBMS support introduced with Interaction Concentrator 8.0, see the

“New in This Release”

section, page 33

When planning an installation, observe the following recommendations for IDB:

•

Review the information about the IDB structure in the chapter about IDB schema in the Interaction Concentrator 8.0 User’s Guide.

•

Estimate IDB size, using the Interaction Concentrator 8.0 Database Size

Estimator. (For more information, see “Sizing the Interaction Database” on page 41 .)

General Considerations

As described in Chapter 1 on page 13 , Interaction Concentrator is flexible

enough to fit any contact center. When planning a deployment, evaluate your environment and your reporting needs. Review the main deployment scenarios

in “Deployment Scenarios” on page 19

, and answer the following questions:

•

How many ICON applications would you use, and what data would each

ICON instance handle? From what sources would the data come to a given

ICON instance?

•

How many Interaction Databases would you use, and what data would each IDB instance store? Which ICON instances would store the data into a particular IDB instance? In the case of multiple IDB instances, would you need to deploy a centralized IDB, and, if so, from which subset of

IDBs would data be merged into the centralized IDB? How often would the merge procedure be run?

•

How many DB Server applications would you use, if you deploy multiple

IDB instances? Would any of these DB Server instances handle database requests for servers other than ICON?

•

How many Database Access Point (DAP) applications would you use?

What data would a particular ICON instance store through a particular DAP?

The answers to these questions will help you determine the Interaction

Concentrator deployment topology and the main configuration settings for all components.

Sizing the Interaction Database

The size of your IDB depends on your deployment scenario, including such factors as typical call flows, attached data storage, values configured for storing outbound data in custom or secure fields, and the amount of time that records will be retained in the database.

Deployment Guide 41

Chapter 2: Deployment Planning Sizing the Interaction Database

Genesys provides an interactive tool to help you estimate the required size of your IDB. This tool, the Interaction Concentrator 8.0 Database Size

Estimator, is a Microsoft Excel spreadsheet that is available on the Genesys

Technical Support website.

For more information about database sizing and deployment guidelines, see the

Interaction Concentrator section in the Genesys 8 Hardware Sizing Guide.

42 Interaction Concentrator 8.0

Chapter

Configuration and

Installation

This chapter describes the recommended deployment sequence for Interaction

Concentrator. It also describes how to deploy each component in your Genesys environment.



This chapter contains the following sections:

Recommended Deployment Order, page 43

Deploying DB Server, page 45

Deploying Interaction Concentrator, page 46

Creating IDB, page 54

Configuring a DAP, page 58

Note:

The information in this chapter is primarily directed towards first-time deployments of Interaction Concentrator. If you are migrating from an earlier release of Interaction Concentrator, ensure that you review the

Interaction Concentrator chapters in the Genesys Migration Guide before you perform any installation procedures.

Recommended Deployment Order

Before you deploy Interaction Concentrator, review the information in

Chapter 2 on page 35

, and ensure that you have accounted for all prerequisites for the installation.

Then, deploy Interaction Concentrator in the following order:

Host

configuration objects

Use Configuration Manager to configure a

Host

configuration object for the computers on which the DB Server and Interaction Concentrator

(ICON) server applications will reside.

Deployment Guide 43

Chapter 3: Configuration and Installation Recommended Deployment Order

For information about Genesys configuration objects, see the

Framework 8.0 Configuration Manager Help.

2. Telephony objects

Use Configuration Manager to make any modifications to the telephony objects on which ICON will report, including the

Switch

object for the

PBX and any

(Directory Number) objects that are configured for this

Switch

object. For configuration settings that are specific to ICON, see

“Switch Configuration Options” on page 137

and “DN Configuration

Options” on page 147

3. DB Server

If you decide to use a DB Server that serves another application for

Interaction Concentrator storage purposes, skip this step.

To configure and install a DB Server that will handle ICON requests for

IDB data storage, use standard deployment instructions from the

Framework 8.0 DB Server User’s Guide. (See also Procedure: Deploying

DB Server, on page 45

for the major steps in the procedure.)

For performance reasons, Genesys recommends that you set up the DB

Server on the same host as the RDBMS server.

In an environment with multiple IDB instances at separate sites, deploy one DB Server per IDB. In an environment with multiple IDB instances at the same site, deploying one DB Server for all IDB instances is sufficient.

You will need a Management Framework 8.0 product CD in order to install DB Server.

4. Interaction Concentrator

Configure and install Interaction Concentrator, as described in

Procedure:

Deploying Interaction Concentrator, on page 46

In an environment with multiple ICON instances, repeat the steps in

Procedure: Deploying Interaction Concentrator, on page 46

for each ICON instance, making the necessary adjustments when you configure ICON connections and configuration options.

You will need an Interaction Concentrator 8.0 product CD in order to install Interaction Concentrator.

5. Interaction Database

Install a database for ICON data on one of the supported RDBMSs and

initialize IDB, as described in “Creating IDB” on page 54 .

In an environment with multiple IDB instances, repeat the steps in

“Creating IDB” on page 54

for each IDB instance.

6. Database Access Point

Configure a

DAP Application

object that specifies IDB connection parameters, as described in

Procedure: Configuring a DAP, on page 59 .

44 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Deploying DB Server

In an environment with multiple ICON instances, each of which stores data to its own IDB instance, repeat the steps in

Procedure: Deploying Interaction Concentrator .

to create a separate DAP for each IDB instance. If you decide to write different types of data from a single ICON instance to different databases, also configure a separate DAP for each database.

Ensure that the role

options that you specify for the DAP are consistent with the role

options specified for the ICON instance that it serves.

Deploying DB Server

After you configure

Host

objects for Interaction Concentrator components, deploy as many instances of DB Server as you need using the following procedure.

Procedure:

Deploying DB Server

Purpose: To configure and install as many instances of DB Server as you need.

Prerequisites

•

Configure

Host

objects for Interaction Concentrator components.

See

“Hosting” on page 37 .

Start of procedure

1. Import the application template for DB Server.

2. Configure an

Application

object for DB Server.

3. Install DB Server on its host.

4. Set up any environment variables that are specific to your RDBMS type.

For detailed instructions, see the Framework 8.0 DB Server User’s Guide.

End of procedure

Next Steps

•

Deployment Guide 45

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

Deploying Interaction Concentrator

Deploy as many instances of Interaction Concentrator as you need. The following summary procedure consists of major steps, each of which is described as a separate procedure in this section.

Procedure:

Deploying Interaction Concentrator

Purpose: To configure and install as many instances of Interaction

Concentrator as needed on either a UNIX or Windows operating system.

Prerequisites

•

Procedure: Deploying DB Server

Start of procedure

1. Import the application template for Interaction Concentrator (see

page 47 ).

2. Configure an

Application

object for Interaction Concentrator (see

page 47 ).

3. Install Interaction Concentrator on its host (see page 51 ).

End of procedure

Next Steps

•

Procedure: Importing the application template

Note:

Interaction Concentrator uses the

Call Concentrator

application type for its

Application

object in the Configuration Layer.

Environment

Assumptions

The instructions in this section assume that you are creating new

Application objects under the

Environment

folder in Configuration Manager, in either a single-tenant or multi-tenant configuration environment. To create

Application objects under a particular

Tenant

folder in a multi-tenant configuration environment, replace the word

Environment

with the name of your

Tenant folder in the configuration instructions.

Importing the Application Template

Before you can configure an

Application

object for Interaction Concentrator, you must import its application template. The application template provides a majority of the configuration options, as well as the default values for them.

46 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

Procedure:

Importing the application template

Purpose: To create an application template that you can use to create as many

Application

objects of the same type as you need.

Start of procedure

1. Open the Configuration Manager main window.

2. Select the

Environment > Application Templates

folder.

3. From the

File

menu, select

Import Application Template.

4. In the

Look In box, click the down arrow.

5. Locate the Interaction Concentrator 8.0 product CD, and open the

TEMPLATES

folder.

6. Select the template file for Interaction Concentrator; it is called

Interaction_Concentrator_800.apd.

7. Click

Open

to open the

Properties

dialog box for the template.

8. Make any changes that you require.

9. Click

to save the template and close the

Properties

dialog box.

End of procedure

Next Steps

•

Procedure: Configuring an ICON application object

Configuring an ICON Application Object

After you import the application template, you can create and configure an

Application

object for your Interaction Concentrator by using Configuration

Manager.

Procedure:

Configuring an ICON application object

Prerequisites

•

Procedure: Importing the application template

Deployment Guide 47

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

General

Start of procedure

1. Open the Configuration Manager main window.

2. Select the

Environment > Applications folder.

3. From the

File

menu, select

New > Application.

4. From the available application templates in the

Browse

dialog box, select the template that you imported for Interaction Concentrator.

5. In the

Properties

dialog box, click the

General

tab, and then enter a name for this application. The application template provides information about the application type and version.

Note:

Interaction Concentrator uses the

Call Concentrator

application type for its

Application

object in the Configuration Layer.

Server Info

6. Click the

Server Info

tab, and then specify the following properties:

•

Host

—Enter the name or IP address of the computer on which you want to install and/or run this server.

Note:

In IPv6 deployments, you cannot set the IP address of the host— only IPv4 addresses can be set for the host. Therefore, enter the name of the host instead.

Start Info

•

Communication Port

—Enter a numeric value for a port that is not used by another application. Valid values are in the range of

–

65,535

ICON uses this value as the default listening port for the web interface connection.

7. Click the

Start Info

tab, and then specify the following properties:

•

Working Directory

—Enter the full path to the directory from which the application starts.

•

Command Line

—Enter the command line that is used to start the application.

•

Command Line Arguments

—Enter any additional command-line parameters that are used to start the application. For information about

command-line parameters, see “Command-Line Parameters” on page 85

Note:

These properties are updated automatically during the installation procedure.

48 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

Options

Tenants

8. Click the

Options

tab, and then specify or change the values of the configuration options, as suitable for your deployment.

For information about specific configuration requirements to enable ICON

to capture and store various types of data, see Chapter 4 on page 61 .

For information about all the ICON configuration options, see “ICON

Configuration Options” on page 93 .

Also:

•

Configure both ICON-specific log options and common log options in

Section” on page 134

and the Framework 8.0 Configuration Options

Reference Manual.

•

If the Interaction Concentrator working directory differs from the directory to which the application is installed, configure an option named messagefile

in the log

section. As the value of this option, specify the full path to the application-specific log messages file

( icon.lms

). Otherwise, ICON will be unable to generate its specific log events.

•

Configure an HTTP listener by creating a listeners

section and specifying the appropriate option. For option descriptions, see

“listeners Section” on page 132 .

•

If you have already deployed another ICON instance that writes to the same IDB, make sure that only one of the ICON applications is configured to store configuration data and the history of configuration changes. For all other instances, deactivate the configuration data storage by configuring one of the following values for the role

option in the callconcentrator

section:

•

Explicitly specify one or more values other than cfg.

•

Exclude the cfg

value by using the tilde symbol (

) (that is, set the role

option to

~cfg

For more information about the role

option, see the option description

on page 104 . For more information about role assignments and

restrictions for the cfg

role, see “Recommended Role Assignment” on page 27 .

9. The

Tenants

tab is displayed only in a multi-tenant environment. Click the

Tenants

tab, and then click

Add

to add all tenants that this ICON application will serve.

Notes:

It is important to add all tenants from whose resources (switches,

DNs, agents, and, if applicable, Outbound Contact objects) ICON will collect data.

If this ICON instance is required to monitor the objects that are configured under the

Environment

folder, assign the

Environment tenant among the other tenants.

Deployment Guide 49

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

Connections

10. Click the

Connections

tab, and then add the following connections:

Note:

For any connections between the ICON instance and its data sources, you can configure the connection to use Advanced

Disconnect Detection Protocol (ADDP). To enable ADDP for a connection, specify addp

as the

Connection Protocol

when you configure the connection between the

Applications,

and set the values for the

Local Timeout, Remote Timeout,

and

Trace Mode properties. For more information, see the Framework 8.0

Deployment Guide.

•

If this ICON instance is configured to process CTI-related data, add a connection to T-Server. Note the following special requirements:

•

If you have a simple multi-site topology that includes one ICON instance and multiple T-Servers, add a connection to each

T-Server. Each T-Server

Application

object must have a

Switch object assigned to it.

•

In a deployment with Network T-Server, add a connection to the

Network T-Server. The Network T-Server

Application

object must have a network

Switch

object assigned to it.

•

In a deployment in which the Network T-Servers function in load-balancing mode, add a connection to each Network T-Server.

For more information, see “Multiple Network T-Servers per

Network Switch (Load-Balancing Configuration)” on page 25 .

•

If this ICON instance is configured to process multimedia interactions reported by Interaction Server, add a connection to Interaction Server.

The Interaction Server must be of type

T-Server

(for details on configuring Interaction Server correctly, see the information about

ICON connections in the section, “Storing Multimedia Data” on page 63 )

Note:

If you are installing ICON in a deployment that will use

Genesys Info Mart to report on both voice and multimedia interactions, you must create separate ICON instances and separate IDBs for the voice and multimedia data.

•

If this ICON instance is configured to process outbound data in an environment with Genesys Outbound Contact, add a connection to one or more OCS applications.

•

Add a connection to the Configuration Server application (named confserv

). You can enable ADDP for connections to Configuration

Server in the same way as for other connections.

Genesys recommends that, at a minimum, you add a connection to

Configuration Server in the ICON instance that is configured to process configuration data ( cfg

role). However, to minimize the

50 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Deploying Interaction Concentrator number of unidentified call segments that might occur as a result of missing configuration data, Genesys recommends that you configure an ADDP connection to Configuration Server in each ICON

Application

in your deployment, regardless of the role of the ICON

Application.

•

If you installed the Management Layer, add a connection to Message

Server, in order to provide alarm signaling and centralized logging capabilities.

Note:

You can add a connection to Message Server for all or a set of

Application

objects after you configure them. To launch a wizard that configures connections for multiple

Application

objects, select two or more

Application

objects, right-click, and then select

Manage Connections

from the shortcut menu. For more information, see the Framework 8.0 Configuration Manager Help.

•

After you configure one or more

DAP Application

objects (see

page 59 ), add to the ICON

Connections

tab any

DAP Application objects through which this ICON instance will access IDBs.

11. Click

to save your changes and close the

Properties

dialog box ..

End of procedure

Next Steps

•

Manually install the Interaction Concentrator application on your specific operating system. Do one of the following:



Procedure: Installing the ICON application on UNIX, on page 51



Procedure: Installing the ICON application on Windows, on page 52

Installing the ICON Application

After you use Configuration Manager to create an

Application object for

Interaction Concentrator, install Interaction Concentrator. The following procedures provide instructions for installing the application on UNIX and

Windows operating systems, respectively.

Procedure:

Installing the ICON application on UNIX

Purpose: To install the ICON application by using the shell script provided on the Interaction Concentrator product CD.

Deployment Guide 51

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

Prerequisites

•

Procedure: Configuring an ICON application object, on page 47

Start of procedure

1. On the Interaction Concentrator 8.0 product CD, in the appropriate icon/<operating_system>/

directory, locate the install.sh

shell script.

2. Run this script from the command line by entering the following command:

./ install.sh

3. When prompted, specify the host name of the computer on which you want to install ICON.

4. When prompted, specify:

a. The host name of the computer on which Configuration Server is running.

b. The port client that applications use to connect to Configuration Server.

c. The user name that is used to log in to the Configuration Layer.

d. The password that is used to log in to the Configuration Layer.

5. The installation displays the list of

Application

objects of

Call Concentrator type that are configured for this host. Type the number corresponding to the ICON

Application

that you want to install.

6. Specify the destination directory into which you want to install ICON.

7. If prompted for the version of the product to install (32- or 64-bit), select the appropriate version for your environment.

As soon as the installation process is complete, a message appears, announcing that installation was successful. The installation process creates a directory with the name that you specified in

Step 6

, and it places ICON in this directory.

End of procedure

Next Steps

•

Use the database scripts to initialize IDB. See “Creating IDB” on page 54

Procedure:

Installing the ICON application on Windows

Purpose: To install the ICON application by using the Genesys installation wizard provided on the Interaction Concentrator product CD.

52 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Deploying Interaction Concentrator

Start of procedure

1. On the Interaction Concentrator 8.0 product CD, open the icon\Windows\ directory.

2. Locate and double-click setup.exe

to start the Genesys Installation

Wizard.

3. On the

Welcome

page, click the

About

button to review the read_me

file for this installation package. The file also contains a link to the Release Notes file for Interaction Concentrator.

4. Click

to proceed with the installation.

Note:

Click

at the end of each step to proceed to the next page in the wizard.

5. On the

Connection Parameters to the Genesys Configuration Server page, specify the following login parameters:

•

Host and port of Configuration Server

•

User name and password used to log in to the Configuration Layer

6. The

Select Application

page displays all applications of the

Call

Concentrator

type in the Configuration Database. When you select one application from the list, the wizard displays some of the parameters that are configured for that application (in particular, the application type, host, working directory, command line, and command-line arguments).

Select the application that you want to install.

7. The

Choose Destination Location

page displays the destination directory, as specified in the

Working Directory

property of the ICON

Application

object (see Step 7 on page 48 ). If the path that is configured as

Working

Creating IDB

You can use any of the supported RDBMSs to host your IDB. Ask your

Database Administrator to create a new database for each IDB instance that you intend to deploy for ICON data storage. Then, initialize each IDB instance, using the instructions in this section.

Note:

The user account that is created for IDB must have permissions to create database objects such as tables, stored procedures, and sequences.

Initialization Scripts

After you install the ICON application, the scripts

subfolder in the directory to which you installed ICON contains a set of initialization, migration, and

sample scripts for each RDBMS type. Table 3

describes the purpose of these

scripts. In the script names in Table 3

<db_type>

is a placeholder for the specific RDBMS type ( db2

, mssql

, or ora

[for Oracle]).

54 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Creating IDB

Note:

If you are migrating from an existing IDB, do not simply apply all the scripts in

Table 3 . To avoid damaging or erasing existing data, follow

the migration procedures that are described in the Interaction

Concentrator chapters in the Genesys Migration Guide.

Table 3: IDB Scripts

Script Name

CoreSchema_<db_type>.sql

<#>_UpgradeSchema_<db_type>.sql

CoreProcedures_<db_type>.sql

Purge2_<db_type>.sql

Wrapper_for_<schema version>_<db_type>.sql

drop_<schema version>_<db_type>.sql

SampleProc_<db_type>.sql

Description

(For initial installation only) Creates the core IDB tables and indexes.

(For migration only) Upgrades the IDB schema.

The scripts you must execute depend on the release from which you are upgrading. For more information, see the instructions in the Interaction Concentrator chapters in the Genesys Migration Guide.

Creates the database schema–specific set of stored procedures that implement core ICON functionality, including the merge procedures and the separate procedures to purge different types of data.

Creates the gsysPurge80

stored procedure.

Links generically named merge and purge procedures to the equivalent, schema-specific stored procedures in the new set.

(Optional, for migration only) Removes the set of stored procedures for the specified Interaction

Concentrator schema version.

Serves as a sample script, illustrating how to create a custom attached data storage table and modify the custom dispatcher stored procedures.

Initializing the Database

For a first-time initialization of IDB, follow the RDBMS-specific instructions in the following procedures:

•

Procedure: Initializing IDB on DB2, on page 56

•

Procedure: Initializing IDB on Microsoft SQL, on page 57

•

Procedure: Initializing IDB on Oracle, on page 58

Deployment Guide 55

Chapter 3: Configuration and Installation Creating IDB

Notes:

The IDB initialization scripts create default (empty) custom dispatchers without first dropping any existing stored procedures named gudCustDISP1

and gudCustDISP2.

This is to decrease the risk of overwriting customer-created stored procedures. However, if the gudCustDISP1

and gudCustDISP2

custom dispatcher stored procedures already exist in IDB, script

CoreSchema_<db_type>.sql

will return an error, which is safe to ignore.

Genesys provides the

SampleProc_<db_type>.sql

script to help you understand how you can modify the stored procedures for customized attached data processing. Do not execute the sample script during installation. For more information about configuring your ICON application to support customized attached data processing, see

“Storing Attached Data” on page 64

. For an example of a script to create a custom dispatcher stored procedure and custom storage table,

see Appendix B on page 171 .

Procedure:

Initializing IDB on DB2

Purpose: To initialize IDB by running the initialization scripts provided for a

DB2 database.

Start of procedure

1. Go to the directory to which you installed ICON.

2. Go to the scripts\db2

subdirectory.

3. Execute the following scripts in the order shown:

•

CoreSchema_db2.sql

•

CoreProcedures_db2.sql

•

Purge2_db2.sql

—This script is optional. Execute this script if you want to use the gsysPurge80

stored procedure in your deployment.

•

Wrapper_for_<schema version>_db2.sql

—Execute this script if your deployment will use the gsysIRMerge

or gsysIRMerge2

merge procedure, or if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS,

or gsysPurgeOS

purge procedures.

To execute the scripts:

a. Insert the following command line at the beginning of each script, providing appropriate values for the placeholders: connect to <dbname> user <user> using <password>@

56 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Creating IDB

b. Use the following command line to load each initialization script: db2 +w -td@ -f<script_name>

End of procedure

Next Steps

•

Procedure:

Initializing IDB on Microsoft SQL

Purpose: To initialize IDB by running the initialization scripts provided for a

Microsoft SQL database.

Start of procedure

1. Go to the directory to which you installed ICON.

2. Go to the scripts\mssql

subdirectory.

3. Execute the following scripts in the order shown:

•

CoreSchema_mssql.sql

•

CoreProcedures_mssql.sql

•

Purge2_mssql.sql

—This script is optional. Execute this script if you want to use the gsysPurge80

stored procedure in your deployment.

•

Wrapper_for_<schema version>_mssql.sql

—Execute this script if your deployment will use the gsysIRMerge

or gsysIRMerge2

merge procedure, or if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS,

or gsysPurgeOS

purge procedures.

To execute the scripts, use the following command line to load each initialization script, providing appropriate values for the placeholders: sqlcmd -S <dbms_server> -d <dbname> -U <user> -P <password> -i

<script_name> where sqlcmd

is isql.exe

or osql.exe

End of procedure

Next Steps

•

Deployment Guide 57

Chapter 3: Configuration and Installation Configuring a DAP

Procedure:

Initializing IDB on Oracle

Purpose: To initialize IDB by running the initialization scripts provided for an

Oracle database.

Start of procedure

1. Go to the directory to which you installed ICON.

2. Go to the scripts\oracle

subdirectory.

3. Execute the following scripts in the order shown:

•

CoreSchema_ora.sql

•

CoreProcedures_ora.sql

•

Purge2_ora.sql

—This script is optional. Execute this script if you want to use the gsysPurge80

stored procedure in your deployment.

•

Wrapper_for_<schema version>_ora.sql

—Execute this script if your deployment will use the gsysIRMerge

or gsysIRMerge2

merge procedure, or if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS,

or gsysPurgeOS

purge procedures.

To execute the scripts, log in to the sqlplus

command processor, and type the following at the command prompt:

@ <script_name>

End of procedure

Next Steps

•

“Deploying DB Server” on page 45

Configuring a DAP

If you are unsure how to use Configuration Manager to create a new

DAP

Application

object, refer to one of the following sources:

•

Appendix A, “Standard Configuration Procedure” of the Framework 8.0

Deployment Guide.

•

Framework 8.0 DB Server User’s Guide.

In addition to the standard configuration steps, complete the following procedure.

58 Interaction Concentrator 8.0

Chapter 3: Configuration and Installation Configuring a DAP

Procedure:

Configuring a DAP

Purpose: To configure a

DAP Application

object for IDB.

Start of procedure

1. On the

General

tab, when you specify the application name, keep in mind that the DAP can have the same name as the database itself. However, if you are using multiple access points to the same database, make their names unique.

2. On the

General

tab, click

Browse

to locate the DB Server through which this database is to be accessed. This must be the DB Server that is either deployed or reused for ICON purposes (see

Step 3

page 44

and

Note:

Do not select the

JDBC Connection

check box, because it does not apply to database connections through DB Server.

3. On the

DB Info

tab, specify the properties as follows:

•

DBMS Name

—The name or alias that identifies the RDBMS that handles

IDB. The value of this option is communicated to DB Server so that it connects to the correct RDBMS:

•

For Oracle, set the value to the name of the Listener service (also known as a database alias).

•

For Microsoft SQL, set the value to the name of the SQL server

(usually the same as the host name of the computer on which

Microsoft SQL runs).

•

For DB2, set the value to the name or alias name of the database, as specified in the db2 client configuration.

•

DBMS Type

—The type of RDBMS that handles IDB. You must set a value for this property.

•

Database Name

—The name of the IDB instance to be accessed, as it is specified in the RDBMS that handles this database. You must set a value for this property, unless you specify oracle

or db2

for

DBMS Type

For Microsoft SQL, the value is the name of the database to which the client will connect.

•

User Name

—The user name for accessing IDB, as established in the

SQL server. You must set a value for this property.

•

Password

—The password for accessing IDB, as established in the SQL server.

•

Re-enter Password

—Confirmation for the value that you entered for

Password

Deployment Guide 59

Chapter 3: Configuration and Installation Configuring a DAP

•

Case Conversion

—The case conversion method for key names of key-value lists that come from DB Server. This value specifies whether, and how, a client application converts the field names of a database table when it receives data from DB Server:

•

upper

—Field names are converted into uppercase.

•

lower

—Field names are converted into lowercase.

•

any

—Field names are not converted.

This option does not affect the values of key-value lists that come from

DB Server—the actual data is presented exactly as it appears in the database tables.

Warning!

For the

Case Conversion

option, use the default value ( any

), unless Genesys Technical Support directs you to do otherwise.

Note:

When configuring a

DAP Application

object for IDB, do not configure any properties on the

JDBC Info

tab.

4. If you intend to use multiple database access points to write different types of ICON data to different databases, specify which type(s) of data this particular database access point must handle. On the

Options

tab:

a. Create a section named callconcentrator

b. Within the callconcentrator

section, create a configuration option named role.

c. Set the option value to indicate the types of data that will be stored through this DAP. For more information, see the option description on

page 151

For optimal performance, Genesys recommends the following sets of values for a given database access point:

•

gcc,gud,gls

•

cfg

•

gos

End of procedure

Next Steps

•

After you configure a

DAP Application

object, add it to the

Connections

tab of the ICON application that will use this DAP as an interface to IDB.

60 Interaction Concentrator 8.0

Chapter

Special Configuration

Requirements

This chapter describes how to configure the Interaction Concentrator (ICON)

Application

object and other applications in the Genesys Configuration Layer, in order to make various kinds of data available in the Interaction Database

(IDB).



This chapter contains the following sections:

Storing Voice Data, page 61

Storing Multimedia Data, page 63

Storing Attached Data, page 64

Storing Virtual Queue Data and Extended Route Results, page 72

Storing Agent State and Login Session Data, page 74

Storing Outbound Contact Data, page 77

Configuring for High Availability, page 80

Storing Voice Data

In order to store voice interaction, agent state, and login session data in IDB, certain configuration settings are required in the Genesys Configuration Layer.

This section describes the configuration settings that are required on the ICON

Application

object.

ICON Application

Connections

To enable ICON to receive voice data and store it in IDB, you must configure

ICON connections to appropriate T-Server instances.

Deployment Guide 61

Chapter 4: Special Configuration Requirements Storing Voice Data

Configuring for Voice Data

Filtering Data

Any ICON

Application

object that has a configured connection to T-Server will process voice interaction data, regardless of the role that has been configured for the ICON application. However, to enable ICON to store interaction-related and party-related data for voice calls in IDB, you must configure the gcc

role for the ICON application and associated Database

Access Point (DAP)

To capture other types of data for voice objects and interactions, you must configure the appropriate values for the role

configuration option. For more

information about this option, see page 104 .

To enable ICON to identify the party that initiated release of a call, in deployments that support this functionality, set the value of the store-releasing-party

option to

For more information about this option, see

page 115 .

To improve Interaction Concentrator performance, consider excluding certain

types of data from IDB storage. Review the filtering options in the “filter-data

Section” on page 125

, and set appropriate values for your deployment.

If your deployment utilizes the feature to identify which party initiated release of a call, be aware that certain ICON filtering options can effectively disable this functionality.

•

For call-based reporting, the call-metrics

option, in the filter-data configuration section, must be set to

(the default). Otherwise, ICON will not write any data to the

G_CALL_STAT

table.

•

The following options in the filter-data

configuration section affect storage of information in the

G_PARTY_STAT

table:



 acd-party-history acd-party-metrics external-party observer-party

If you want to implement DN-based reporting of the parties that initiated release of calls, Genesys recommends that you retain the default values for these options, so that you do not filter party information.

For more information about using this feature, see the section about populating voice data in the Interaction Concentrator 8.0 User’s Guide.

Note:

You must restart Interaction Concentrator after a backup instance is configured of any application, such as OCS or T-Server, for which

Interaction Concentrator has a connection configured on the

Connections

tab. If you do not restart Interaction Concentrator, data from the affected application is not written to the database.

62 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Multimedia Data

Storing Multimedia Data

In order to store multimedia interaction, agent state, and login session data in

IDB, certain configuration settings are required in the Genesys Configuration

Layer. This section describes the configuration settings that are required on the

ICON

Application

object.

For more information about multimedia data in Interaction Concentrator, see the chapter about integrating with Genesys eServices/Multimedia and 3 rd

Party

Media in the Interaction Concentrator 8.0 User’s Guide.

ICON Application

To enable ICON to receive eServices/Multimedia and 3 rd

Party Media data and store it in IDB, you must configure ICON connections to appropriate

Interaction Server instances.

Connections

ICON cannot connect directly to an

Application

object of type

Interaction

Server

. Instead, an

Application

object of type

T-Server

must represent

Interaction Server.

You must perform the Interaction Server configuration differently depending on your environment, as follows:

•

In a single-tenant environment or an environment with a single Interaction

Server for each tenant, create a single application of type

T-Server

for each

Interaction Server.

•

In an environment with an Interaction Server that serves multiple tenants, you must create for each Interaction Server:



One application of the

Interaction Server

type (which can accommodate multiple

Tenants



As many applications of the

T-Server

type as there are tenants served by this Interaction Server, one for each tenant.

To have ICON connect to Interaction Server, execute the following steps:

1. Create an application with application type

T-Server

in Configuration

Server. This might be either in addition to or instead of an

Interaction

Server

-type application, depending on your environment (see the explanation in the bullet-points above).

2. On the

Server Info

tab of this application, specify the host

and port parameters for your Interaction Server. If you are using both an

Interaction Server

-type application and a

T-Server

-type application, the host and port parameters must be identical.

3. Designate the multimedia switch that Interaction Server uses as a switch for the

T-Server

-type application.

Deployment Guide 63

Chapter 4: Special Configuration Requirements Storing Attached Data

4. Add the

T-Server

-type application to the

Connections

tab of the

ICON application (instead of the

Interaction Server

application).

5. If ICON is already running, restart it.

Configuring for Multimedia

There are no special requirements for other ICON

Application

object configuration options. The type of data that ICON captures for multimedia objects and interactions depends on the role

configuration option that you configure for the ICON instance. For more information about this option, see

information about this option, see page 108 .

Configuring for 3

Party Media

To enable ICON to store information about 3 rd

Party Media interactions in

IDB, you must configure the mcr-om-processing

configuration option in the callconcentrator

section of the ICON

Application

object. For more

Storing Attached Data

Attached data refers to the interaction-related business data that is sent by

T-Server or Interaction Server as key-value pairs (KVPs) in

UserData,

Extensions,

Reasons

attributes in TEvents.

Configuring Interaction Concentrator to store attached data in IDB is a two- part process:

1. Specify the attached data key configuration file, which maps the key-value pairs (KVPs) in reporting event attributes to IDB tables and fields. For

more information, see “Attached Data Specification File” on page 65

2. Specify the attached data configuration settings in the Genesys

Configuration Layer. For more information, see

“ICON Application” .

For more information about attached data in Interaction Concentrator, see the chapter about processing attached data in the Interaction Concentrator 8.0

User’s Guide.

For information about configuring Interaction Concentrator to store user data from

EventUserEvents

that are distributed by T-Server or Interaction Server from other client applications (for example, from an agent desktop

application), see “Storing Agent State and Login Session Data” on page 74 .

ICON Application

This section describes the configuration settings that are available on the ICON

Application

object.

64 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Attached Data

ICON Role

Attached Data

Specification File

Attached Data

Configuration

Options

Custom

Dispatcher

Configuration

Options

For every ICON instance that must store attached data, make sure that the role option on the

Options

tab of the ICON

Application

object includes gud

in the list of values. If you deploy a single ICON instance for the entire contact center, you can keep the default value ( all

). For more information, see the description of the role

configuration option on page 104

The following ICON configuration option enables you to point ICON to a different attached data specification file:

•

adata-spec-name

The following ICON configuration options enable you to specify what attached data ICON should store, and in what manner:

•

adata-default-storage

•

adata-extensions-history

•

adata-reasons-history

•

adata-userdata-history

Review the descriptions and values for the attached data configuration options

starting on page 98

. Select the appropriate values for your environment, and make related configuration changes on the

Options

tab of the ICON

Application

object.

The following ICON configuration options enable you to specify how the custom dispatcher will process attached data:

• gud-cust-disp

• gud-cust-disp-groups

Review the descriptions and values for the custom dispatcher configuration

options starting on page 101 . Select the appropriate values for your

environment, and make related configuration changes on the

Options

tab of the

ICON

Application

object.

Attached Data Specification File

The attached data specification is an XML file stored in the installation directory that you specify when you install the Interaction Concentrator

application (see “Deploying Interaction Concentrator” on page 46 ).

If you require ICON to store attached data in IDB, create an attached data specification for ICON to use. For the XML schema definition for your

attached data specification, see “Schema Definition” on page 163 .



For sample attached data specifications, see:

Sample Basic Attached Data Specification, page 165

Sample Specification for Multimedia Attached Data, page 167

Sample Specification for Customized Attached Data, page 169



This section provides information about the following topics:

Parser Limitations, page 66

Deployment Guide 65

Chapter 4: Special Configuration Requirements Storing Attached Data



Attribute Values, page 66

IDB Fields, page 67

Universal Routing Server Attached Data, page 70

Formatting Note

In this section, unlike in the rest of this document, angle brackets indicate required syntax elements and do not indicate placeholders. Italics indicate placeholder text.

Parser Limitations

The ICON XML parser imposes the following limitations:

•

ICON ignores unknown attributes if they are present in the specification.

When parsing the XML specification, ICON checks only for missing attributes.

•

The ICON XML parser does not support namespaces.

•

ICON ignores duplicate keys. Only the first occurrence of a key name will be used to update the specified field in the database table (see Note and

Example on

page 167

Attribute Values

This section describes the attributes that are used in the XML schema definition.

History Types

The following values can be used as history types: none first last all

No value for a given key is recorded in IDB.

Only the first value for a given key is recorded in IDB.

Only the last value for a given key is recorded in IDB.

Every change in value for a given key is recorded in IDB. This value applies only to keys that are configured to be stored in the history tables.

Storage Types

Table 4 shows the database table in which each attribute is stored.

Table 4: Attached Data Storage Types

Attribute Name

public secure

IDB Table Name

G_USERDATA_HISTORY

G_SECURE_USERDATA_HISTORY

66 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Attached Data

Table 4: Attached Data Storage Types (Continued)

Attribute Name

call call-cust call-cust1 call-cust2 mcr-f mcr-l cust-disp-group-n a

IDB Table Name

G_CALL_USERDATA

G_CALL_USERDATA_CUST

G_CALL_USERDATA_CUST1

G_CALL_USERDATA_CUST2

GM_F_USERDATA

GM_L_USERDATA

Customer-defined, as specified in the custom dispatcher a

a. Example of an attribute group name you might use with a custom dispatcher.

Data Source Types

Table 5 shows the TEvent attribute from which each attribute is derived.

Table 5: Attached Data Attribute Source Types

Attribute Name

reasons extensions userdata

TEvent Attribute Name

AttributeReasons

AttributeExtensions

AttributeUserData

IDB Fields

The mapping between the field

attribute (the logical key name) in the attached data specification and fields in the IDB tables is predefined. This section describes the predefined IDB fields for:

•

Voice attached data (see

Table 6

)

•

Multimedia-specific attached data (see Table 7 on page 68 )

•

Custom attached data (see Table 8 on page 69

)

Predefined IDB Columns—Voice

For voice calls,

Table 6

shows the predefined IDB field in which each attribute is stored in the

G_CALL_USERDATA

table.

Deployment Guide 67

Chapter 4: Special Configuration Requirements Storing Attached Data

Table 6: Predefined Attached Data Fields for Voice Calls

Attribute Name

customer-segment service-type service-subtype business-result customer-id transaction-id cause-id account-id destination-id target-id

G_CALL_USERDATA Field

G_CUSTOMER_SEGMENT

G_SERVICE_TYPE

G_SERVICE_SUBTYPE

G_BUSINESS_RESULT

CUSTOMER_ID

TRANSACTION_ID

CAUSE_ID

ACCOUNT_ID

DESTINATION_ID

TARGET_ID

Predefined IDB Columns—Multimedia

For eServices/Multimedia and 3 rd

Party Media interactions, Table 7

shows the predefined IDB fields in the

GM_F_USERDATA

and

GM_L_USERDATA

tables in which

multimedia-specific attributes are stored. All the IDB fields listed in Table 7

can be used for customer-defined keys.

Table 7: Predefined Attached Data Fields for Multimedia Interactions

Predefined Key

Name

FromPersonal

Subject

Origination_Source

FromAddress

Attached Data Specification Attribute

Key Name Field

MyKeyName

GM_F_USERDATA Table

mcr-from-name a

(customer-defined) mcr-called-back mcr-subject

mcr-origin-source

mcr-from-address

mcr-reserved-1 through mcr-reserved-4

IDB Field

G_FROM_NAME

G_CALLED_BACK

G_SUBJECT

G_ORIGIN_SOURCE

G_FROM_ADDRESS

G_RESERVED1 through

G_RESERVED4

68 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Attached Data

Table 7: Predefined Attached Data Fields for Multimedia Interactions (Continued)

Predefined Key

Name

ContactId

Attached Data Specification Attribute

Key Name Field

GM_L_USERDATA Table

MyKeyName

(customer-defined) mcr-suggested-response mcr-auto-response mcr-auto-ack

mcr-ucs-contact-id a

IDB Field

G_S_RESPONSE

G_A_RESPONSE

G_A_ACK

G_UCS_CONTACT_ID a. If this field attribute is not mapped to a customer-defined key in the attached data specification file, the IDB field will be populated with the value of the predefined key.

Predefined IDB Columns—Custom Fields

Table 8 shows the IDB fields that ICON creates in the

G_CALL_USERDATA_CUST* tables for the custom attributes that you might use in your attached data specification. You can use these fields for both voice and multimedia interactions.

Table 8: Predefined Attached Data Fields for

Custom Keys

Attribute Name G_CALL_USERDATA_CUST* Field Name

cust-data-1 CUST_DATA_1 cust-data-2 cust-data-3

CUST_DATA_2

CUST_DATA_3 cust-data-4 cust-data-5 cust-data-6 cust-data-7

CUST_DATA_4

CUST_DATA_5

CUST_DATA_6

CUST_DATA_7 cust-data-8 cust-data-9 cust-data-10 cust-data-11

CUST_DATA_8

CUST_DATA_9

CUST_DATA_10

CUST_DATA_11

Deployment Guide 69

Chapter 4: Special Configuration Requirements Storing Attached Data

Table 8: Predefined Attached Data Fields for

Custom Keys (Continued)

Attribute Name G_CALL_USERDATA_CUST* Field Name

cust-data-12 cust-data-13

CUST_DATA_12

CUST_DATA_13 cust-data-14 cust-data-15 cust-data-16 cust-data-17 cust-data-18 cust-data-19

CUST_DATA_14

CUST_DATA_15

CUST_DATA_16

CUST_DATA_17

CUST_DATA_18

CUST_DATA_19

Universal Routing Server Attached Data

Universal Routing Server (URS) distributes a standard set of attached data that usually exceeds reporting requirements for actual deployments. To improve performance and conserve database resources, ICON does not store values for these keys in the IDB history tables by default, regardless of the value that you specify for the adata-userdata-history

option (see page 100

). If you require some or all of the following keys to be stored, explicitly define the respective keys in your attached data specification.

source=”userdata”

CBR-Interaction_cost

CBR-IT-path_DBIDs

CBR-actual_volume

CBR-contract_DBIDs

RStrategyDBID

ServiceType

ServiceObjective

RTargetAgentSelected

RTargetPlaceSelected a

RStrategyName a

RRequestedSkillCombination a

RTenant

RTargetUsed/RTargetName

RTargetUsed/RTargetType

RVQID RTargetAgSelDBID

RTargetObjSelDBID CustomerSegment

RTargetRequested

RTargetAgentGroup

RTargetRuleSelected a

RTargetPlSelDBID

RRequestedSkills

RTargetPlaceGroup

70 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements

RTargetObjectSelected a

RTargetTypeSelected

source=”reasons”

RTR

CBR-Interaction_cost

CBR-IT-path_DBIDs

CBR-actual_volume

CBR-contract_DBIDs

RStrategyDBID

ServiceType

ServiceObjective

RVQID

RTargetObjSelDBID

RTargetRuleSelected a

RTargetObjectSelected a

RTargetTypeSelected

RTargetAgentSelected a

source=”extensions”

Reasons/RTR

Reasons/ServiceType

Reasons/ServiceObjective

Reasons/RVQID

Reasons/RTargetObjSelDBID

Reasons/RStrategyDBID

Storing Attached Data

RTargetCampaignGroup

RouterData70

RTargetPlaceSelected a

RStrategyName a

RRequestedSkillCombination a

RTenant

RTargetUsed/RTargetName

RTargetUsed/RTargetType

RTargetAgSelDBID

CustomerSegment

RTargetPlSelDBID

RRequestedSkills

RTargetPlaceGroup

RTargetCampaignGroup

RouterData70

Reasons/RTargetPlaceGroup

Reasons/RTargetCampaignGroup

Reasons/RouterData70

ReportingEventSequenceNumber

Reasons

RTargetUsed

Deployment Guide 71

Chapter 4: Special Configuration Requirements Storing Virtual Queue Data and Extended Route Results

Reasons/RTargetRuleSelected

Reasons/RTargetObjectSelected

Reasons/RTargetTypeSelected

Reasons/RTargetAgentSelected

RTargetUsed/RTargetName

RTargetUsed/RTargetType

Reasons/RTargetUsed

Reasons/RTargetUsed/RTargetNam e

Reasons/RTargetPlaceSelected a

Reasons/RStrategyName

Reasons/RTenant

a a

Reasons/RTargetUsed/RTargetType

Reasons/CBR-IT-path_DBIDs

Reasons/RRequestedSkillCombination a

Reasons/CBR-Interaction_cost

Reasons/CBR-actual_volume

Reasons/RTargetAgSelDBID

Reasons/CustomerSegment

Reasons/CBR-contract_DBIDs

Reasons/RTR

Reasons/RTargetPlSelDBID

Reasons/RRequestedSkills

Reasons/RTargetAgentGroup

Reasons/RTargetRequested a. As a result of separate ICON processing, the value of this key is stored in the

G_ROUTE_RESULT

table by default. You must nevertheless include this key in the attached data specification file if you want the key value to be stored in the user data history tables.

Depending on whether you specify the URS keys in the

<secure> sections of the attached data specification, the KVP data will be stored in the

KeyName, Value,

and, if you also specify the id

attribute,

KEYID

fields in the

G_USERDATA_HISTORY

or the

G_SECURE_USERDATA_HISTORY

table.

For an example of an attached data specification that includes URS attached

data keys, see “Sample Basic Attached Data Specification” on page 165 .

Storing Virtual Queue Data and Extended

Route Results

This section provides information about the configuration settings in the

Genesys Configuration Layer that are related to virtual queue functionality.

The default configuration settings enable the storage of virtual queue data, provided that your releases of both Interaction Concentrator and URS support virtual queue functionality.

Configuration settings on the ICON

Application

object, the virtual queue

DN object, and the

Switch

object enable you to manipulate virtual queue monitoring in the following ways:

•

Change the storage mode of Interaction Concentrator.

•

Disable monitoring and data storage for a particular virtual queue.

72 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Virtual Queue Data and Extended Route Results

•

Disable monitoring and data storage at the switch level—that is, for all virtual queues that belong to a particular switch.

For more information about virtual queue data in Interaction Concentrator, see the chapter about monitoring virtual queues and routing points in the

Interaction Concentrator 8.0 User’s Guide.

Universal Routing Server

Although a URS release that supports virtual queue functionality is necessary in order to enable virtual queue monitoring in Interaction Concentrator, no special configuration is required on the URS side.

Beginning in release 7.6, URS provides additional information to ICON regarding the reason for routing an interaction using the

AttributeReason

of routing events. URS can also attach information to interactions about the targets for which it is waiting. (For more information, see the section about monitoring route results on routing points in the Interaction Concentrator 8.0

User’s Guide.) To make this information available to Interaction Concentrator for downstream reporting purposes, set the following configuration options to true on the URS

Application

object:

•

report_reason s

•

report_targets

For more information about these URS configuration options, see the

Universal Routing 8.0 Reference Manual.

ICON Application

Connections vq-write-mode extended-routeresult

The default settings enable ICON to receive virtual queue data and store it in

IDB.

Although a URS release that supports virtual queue functionality is necessary in order to enable virtual queue monitoring in Interaction Concentrator, ICON receives the data from T-Server or Interaction Server. Therefore, no connection to URS is required.

The vq-write-mode

configuration option enables you to switch the storage mode for virtual queue data, if necessary. For descriptions of the storage modes, see the chapter about monitoring virtual queues and routing points in the Interaction Concentrator 8.0 User’s Guide. You configure the vq-write-mode

option in the callconcentrator

section on the

Options

tab of the

ICON

Application

object.

The extended-route-result

configuration option specifies whether ICON stores extended routing results (from URS) in IDB. You configure extended-route-result in the callconcentrator

section on the

Options

tab of the ICON

Application

object.

Deployment Guide 73

Chapter 4: Special Configuration Requirements Storing Agent State and Login Session Data

Note:

To store extended route results in IDB, ICON requires URS release 7.6 and Interaction Server release 7.6.000.18 (or higher).

For more information about these options, see page 119

Virtual Queue DN

monitor

Unless you need to disable monitoring and data storage for a particular virtual queue, no configuration is necessary for the

object that represents this virtual queue in the Configuration Layer.

The monitor

configuration option enables you to turn off ICON monitoring and data storage for a particular virtual queue, if necessary. If the option is set to

ICON does not register with T-Server to receive events that pertain to this virtual queue. You configure the monitor

option in the gts

section on the

Annex tab of the

object that is configured for this virtual queue. For more

information about this option, see page 148

Switch

support-dn-type-5

Unless you need to disable virtual queue monitoring and data storage for a particular switch, no configuration is necessary for the corresponding

Switch object in the Configuration Layer.

The support-dn-type-5

configuration option enables you to turn off ICON monitoring and data storage for all virtual queues that belong to a particular switch, if necessary. If the option is set to

ICON does not register with

T-Server to receive events that pertain to virtual queue DNs that belong to this switch. In this case, ICON does not process or store virtual queue–related

TEvents, even if the monitor

option is set to

for any of the virtual queues that belong to the switch. You configure the support-dn-type-5

option in the gts section on the

Annex

tab of the

Switch

object that is configured for this switch.

For more information about this option, see page 146

Storing Agent State and Login Session

Data

In order to store agent state and login session data for voice and multimedia interactions in IDB, certain configuration settings are required in the Genesys

Configuration Layer. This section describes the configuration settings that are required on the ICON

Application

object.

74 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Agent State and Login Session Data

ICON Application

Connections

To enable ICON to receive agent data and store it in IDB, you must configure

ICON connections to appropriate T-Server and Interaction Server instances.

Configuring for Agent Data

ICON Role

Other Options

For every ICON instance that must store agent state or agent login session data, make sure that the role

option on the

Options

tab of the ICON

Application

object includes gls

in the list of values. If you deploy a single

ICON instance for the entire contact center, you can keep the default value

( all

). For more information, see the description of the role

configuration option on

options between page 95 and

Interaction Concentrator provides a number of options to control reporting on agent login session metrics and agent login sessions—for example, gls-acw-first

( page 95

) and gls-active-reason-codes

( page 97

). Review the

, and set appropriate values for your deployment.

Using Custom States

In order for ICON to store information to support reporting about custom states and common data, you must do the following:

•

Set the appropriate ICON application configuration options:



AgentRecordUserTypes

AgentUserFields



EventData

GlobalData store-event-data

The

AgentRecordUserTypes

option defines the custom agent states.

For more information, see the descriptions of the options starting on

page 120

•

Configure the agent desktop application to send the applicable key-value pairs (KVPs) to T-Server, so that they can be included in the

UserData

EventUserEvent

(see

“Agent Desktop Application Configuration” ).

Agent Desktop Application Configuration

ICON records the beginning and end of a custom state, based on information that it receives in the

UserData

of an

EventUserEvent

from T-Server. You must configure your agent desktop application to send T-Server the appropriate KVP information for the

EventUserEvent UserData

Deployment Guide 75

Chapter 4: Special Configuration Requirements Storing Agent State and Login Session Data

Starting Recording of a Custom State

Sending Custom

State Data

Stopping

Recording of a

Custom State

In order for ICON to start recording a custom state, the desktop application must send the following KVP:

Key =

“<StateKeyName>”,

Value =

“+”

Example

“AfterCallWork”, “+”

In order for ICON to store additional information about an active custom state, the desktop application must send the following KVP:

Key =

“<CommentKey>”,

Value =

“<StateCode>, <Comment>”

You can configure more than one comment key for the same custom state.

However, for each comment key, ICON can store only one value. If multiple

KVPs are sent for the same comment key, ICON stores only the last value.

Example

“Comment”, “207, This is data about the state”

“Explanation”, “207, This is more data about the state”

“Explanation”, “207, This is more, changed data about the state”

In this example, ICON will store the following values:

•

In the

Comment

field for state

207

This is data about the state

•

In the

Explanation

field for state

207

This is more, changed data about the state

In order for ICON to stop recording a custom state, the desktop application must send the following KVP:

Key =

“<StateKeyName>”,

Value =

“-”

Using Multiple

Custom States

Simultaneously

Example

“AfterCallWork”, “-”

For each type of custom state, only one state can be active for a DN at any one time. However, ICON can simultaneously handle multiple different states independently. For example, two different states can be active on one DN, with different data corresponding to each. ICON does not support duplicate key names in attached data; KVPs with the same key name should not be sent in one

EventUserEvent

(see “Example” ).

Example

“AfterCallWork”, “+”

“Break”, “+”

“Comment”, “207, This is data about the call”

“Comment”, “208, This is data about the break”

“Break”, “-”

“AfterCallWork”, “-”

Note:

In the example above, ICON will store the key value only for the custom state

“207, This is data about the call”.

76 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Outbound Contact Data

Storing Outbound Contact Data

In order to store Outbound Contact data in IDB for reporting purposes, certain configuration settings are required in the Genesys Configuration Layer, both for certain Outbound-related configuration objects and for the ICON

Application

object.

For more information about Outbound Contact Server (OCS) data in

Interaction Concentrator, see the chapter about integrating with Outbound

Contact Server in the Interaction Concentrator 8.0 User’s Guide.

Outbound Contact

Special configuration is required in order to enable OCS to process and send data to ICON about the content of the fields in calling list records.

Field Object

There are two field-level configuration options that control whether ICON will receive and store field values:

•

icon_attribute

•

send_attribute

(see page 78

)

icon_attribute

For every

Field

configuration object that describes a single field (for example, a phone number) within a record, you must configure the icon_attribute option if you want that data to be stored in IDB.

To configure this option:

1. Go to the Configuration Manager main window.

2. Open the

Properties

dialog box for a particular

Field

configuration object.

3. Click the

Annex

tab.

4. Create a new section named default,

if it does not already exist.

5. Within this section, create a new option named icon_attribute.

6. Set the option to one of the following values:



1—To store OCS mandatory fields in the

GO_RECORD

table, custom defined fields in the

GO_CUSTOM_FIELDS

table, and history of field changes in

GO_FIELDHIST

table.

—To store data as a secured field in the special

GO_SECURE_FIELDS and

GO_SEC_FIELDHIST

IDB tables.

If you do not configure this option, or if you set its value to

(zero), OCS will not deliver those fields to ICON when sending reporting information, and

ICON will not store the value of such fields.

Deployment Guide 77

Chapter 4: Special Configuration Requirements Storing Outbound Contact Data

send_attribute

For every user-defined or mandatory field that describes a single field (for example, a customer name) within a record, you must configure the send_attribute option if you want OCS to attach that data to outbound calls and in user events.

By default, OCS attaches the values of the mandatory fields listed in

Table 9

The table also shows the default key name for the attached data key-value pair.

Table 9: Mandatory Fields Attached by Default

Field Key Name

contact_info GSW_PHONE chain_id GSW_CHAIN_ID attempt call_result

GSW_ATTEMPTS

GSW_CALL_RESULT

If you do not configure the send_attribute

option for other mandatory fields and for user-defined fields, OCS does not process data that is related to those

Field

objects, and ICON receives no such data.

For more information, see the section about field-level options in the Outbound

Contact configuration options chapter in the Outbound Contact 8.0

Deployment Guide. See also the section in the Outbound Contact 8.0 Reference

Manual about attaching record information to desktop and OCS user events.

Note:

ICON reads

Field

object configurations only at startup. ICON does not recognize configuration changes that are made to

Field

objects during runtime. If you change

Field

object configuration settings, you must restart ICON in order for ICON to accept the changes.

Campaign Group Object

To enable reporting for all the activity associated with a Campaign Group, including chain activities, ensure that the

Campaign Group

object’s configuration properties specify a valid Voice Transfer Destination DN. The

DN must be located on the switch served by the T-Server to which OCS is connected, and the T-Server must have a CTI link connected with the switch.

Outbound Contact Server

If you require OCS to report snapshot metrics that are based on calculations related to call times (

Outbound Call Dialing Time, Outbound Call Transfer

78 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Storing Outbound Contact Data

Time,

and

CPD Time

), ensure that audit logging is enabled for the OCS

Application

object. To enable audit logging, set the log_call_stats configuration option to true

or yes.

No other special configuration is required on the OCS

Application

object.

ICON Application

To enable ICON to receive OCS data and store it in IDB, you must configure

ICON connections to appropriate OCS instances, and you must set relevant configuration options.

Connections

•

In an environment with a single OCS instance, add the

OCS Application object to the

Connections

tab of the

ICON Application

object.

•

In an environment with multiple OCS instances, decide on your deployment topology—that is, decide whether a single ICON instance will handle the data from all or a subset of OCS instances, or whether each

OCS will have a dedicated ICON instance. Based on your deployment decision, add one or more

OCS Application

objects to the

Connections

tab of the

ICON Application

object that must store data from those OCS instances.

Note:

You must restart Interaction Concentrator after a backup instance is configured of any application, such as OCS or T-Server, for which

Interaction Concentrator has a connection configured on the

Connections

tab. If you do not restart Interaction Concentrator, data from the affected application is not written to the database.

Role Configuration

Option

Outbound-Related Options

For every ICON instance that must store outbound data, make sure that the role

option on the

Options

tab of the ICON

Application

object includes gos

in the list of values. If you deploy a single ICON instance for the entire contact center, you can keep the default value ( all

). For more information, see the description of the role

configuration option on page 104

If you store different types of data to different IDBs, make sure that gos

is also specified for the role

option on the

Options

tab of the appropriate Database

Access Point (DAP). Configure this option on the

Options

tab of the

Application

object for the DAP that your ICON instance uses to store outbound data to IDB. For more information, see the description of the role option in the Interaction Concentrator 8.0 Deployment Guide.

Deployment Guide 79

Chapter 4: Special Configuration Requirements Configuring for High Availability

OCS-Specific

Options

The following ICON configuration options enable you to specify what outbound data ICON should store, and in what manner:

•

gos-write-duplicate-metrics

• gos-write-metrics

•

gos-write-metrics-only

Review the descriptions and values for the gos-write-*

configuration options

starting on page 110

. Select the appropriate values for your environment, and make related configuration changes on the

Options

tab of the

ICON Application object.

Multi-Tenant Considerations

In multi-tenant environments, the OCS-related objects that the ICON instance monitors may be configured under various tenants. Ensure that you assign all related tenants to the ICON application.

Example

For example, you might create an outbound

Calling List

object under a tenant called Outbound, and the calling list uses fields that you created as

Field objects under the Environment tenant. To enable ICON to process OCS data related to the Outbound

Calling List

1. Configure the required

Field

objects under the Environment tenant:



Configure the icon_attribute

option for all the fields that you want

ICON to store. For more information, see “icon_attribute” on page 77



Configure the send_attribute

option for all the fields that you want

ICON to store. For more information, see “send_attribute” on page 78

2. Add both the Environment tenant and the Outbound tenant on the

Tenants tab of the ICON

Application.

Configuring for High Availability

The High Availability (HA) model used in Interaction Concentrator differs significantly from the Genesys standard HA model implemented in a majority of Genesys servers. Before you configure your ICON HA deployment, review the information in the Interaction Concentrator 8.0 User’s Guide about implementing HA in Interaction Concentrator.

In an HA deployment, observe the following rules:

•

You must set configuration options in both Interaction Concentrator

Application

objects exactly the same. Because this is not a typical redundant pair from the Genesys perspective, Configuration Server does not automatically synchronize the configuration options for two ICON applications.

80 Interaction Concentrator 8.0

Chapter 4: Special Configuration Requirements Configuring for High Availability



For example, to configure your redundant ICON applications to store voice interaction data in a pair of HA IDBs:

In both ICON

Application objects, set the role option so that it contains gcc

and

gud.

This enables both ICON applications to store call-related and attached data.

For any configuration options that affect the data populated by those roles, set the same option values in both ICON applications. For example, the two applications must use the same ICON configuration options for virtual queue monitoring, storage of attached data, and so on.

For more information about setting configuration options, refer to the other sections in this chapter.

•

You must configure a connection to the same T-Server or Interaction

Server in both ICON

Application

objects.

•

You must create two identical IDBs. Genesys recommends using two databases located on different hosts, but having the same RDBMS type and version number, to host the HA pair of IDBs.

•

You must configure a DAP for each ICON to access its IDB.

For more information about configuring applications and connections in

Configuration Manager, see the Framework 8.0 Deployment Guide.

Deployment Guide 81

Chapter 4: Special Configuration Requirements Configuring for High Availability

82 Interaction Concentrator 8.0

Chapter

Starting and Stopping

Interaction Concentrator



This chapter describes the prerequisites for Interaction Concentrator startup, and it provides instructions for starting and stopping Interaction Concentrator

(ICON). It contains the following sections:

Overview, page 83

Before You Begin, page 84

Command-Line Parameters, page 85

Starting ICON, page 85

Stopping ICON, page 89

Overview

You can start and shut down Interaction Concentrator components by using the

Management Layer, a startup file, a manual procedure, or Services Manager.

All of these methods usually require command-line parameters for a server application as well as an executable file name. The next section describes the command-line parameters that are common to most Genesys server applications. Subsequent sections describe the startup and shutdown procedures.

Note:

For information about using the Management Layer, startup files, and

Services Manager for startup, see the Framework Deployment Guide.

User’s Guide 83

Chapter 5: Starting and Stopping Interaction Concentrator Before You Begin

Before You Begin

The following issues are important for you to consider before you attempt to start ICON.

Starting the cfg Role for an Oracle IDB

If the relational database management system (RDBMS) of the Interaction

Database (IDB) that stores configuration-related data is Oracle, Genesys strongly recommends that you collect statistics on your IDB schema before you start the ICON instance that performs the cfg

role.

Collecting statistics before starting ICON significantly shortens the amount of time it takes to start up.

Verifying ICON Connections and Configuration

Connections

Before you attempt to start ICON, confirm that the connections and configuration options that have been configured for your ICON

Application are correct for your deployment.

In general, do not change any connections on the

Connections

tab of the ICON

Application

during startup or runtime. Furthermore, do not disconnect from

Configuration Server during startup.

•

If ICON disconnects from Configuration Server during startup, ICON initialization will fail.

•

If you remove or change other connections during startup, ICON might fail to initialize correctly.

•

If you remove or change any connections during runtime, ICON functioning might be affected.

Note:

You must restart Interaction Concentrator after a backup instance is configured of any application, such as OCS or T-Server, for which

Interaction Concentration has a connection configured on the

Connections

tab. If you do not restart Interaction Concentrator, data from the affected application is not written to the database.

Configuration

Options

For more information about configuring connections, see

Procedure:

Configuring an ICON application object

Step 10 on page 50 .

Do not make changes to ICON configuration options during startup. You can make changes to ICON configuration options during runtime, but in some cases you must restart ICON for the changes to take effect. For more

information, see “ICON Configuration Options” on page 93

84 Interaction Concentrator 8.0

Chapter 5: Starting and Stopping Interaction Concentrator Command-Line Parameters

Command-Line Parameters

The following startup command-line parameters are supported by Interaction

Concentrator:

-host

-port

The name of the host on which Configuration Server is running.

The communication port that client applications must use to connect to Configuration Server.

-app

-V

The exact name of an application as configured in the

Configuration Database.

The version of a component. Note that specifying this parameter does not start an application, but instead returns its version number. You can use either an uppercase letter (

) or lowercase letter ( v

-lmspath

The full path to the log messages files that an application uses to generate log events. (These files are the common file named common.lms

and the application-specific file with the extension

*.lms.

) Use this parameter when the common and application-specific log message files are located in a directory other than the application’s working directory—for example, when the application’s working directory differs from the directory to which the application was originally installed.

Note that if the full path to the executable file is specified in the startup command line (for instance, c:\gcti\multiserver.exe

), the path that is specified for the executable file is used to locate the

*.lms

files, and the value of the lmspath

parameter is ignored.

Warning!

An application that does not locate its

*.lms

file at startup cannot generate application-specific log events and send them to Message

Server.

Starting ICON

This section provides manual startup instructions for ICON server. You can start ICON in any of the following ways:

•

From SCI (see page 86 ).

•

Manually on UNIX (see

page 87

•

Manually on Windows (see

page 88

•

As a Windows Service on Windows (see page 88

User’s Guide 85

Chapter 5: Starting and Stopping Interaction Concentrator Starting ICON

Starting ICON with Solution Control Interface

Complete the following procedure to start ICON with Solution Control

Interface (SCI).

Procedure:

Starting ICON with SCI

Prerequisites

Genesys recommends that the following applications be running before you start ICON:

•

The DB Server that provides access to IDB.

•

The relational database management system.

•

T-Server.

•

Outbound Contact Server, if ICON is configured to collect data from OCS.

•

Interaction Server, if ICON is configured to collect data from Multimedia.

If you have configured ICON to store attached data, ensure that there is a proper attached data specification file in ICON’s working directory. (By default, ICON uses the ccon_adata_spec.xml

file.)

For a short period of time after starting or restarting, ICON may produce

[cp:...]

or FSM errors in the log. These errors occur when ICON encounters elements of interactions that it cannot resolve because the interactions were already in progress when ICON was started or restarted. You can safely ignore these errors.

For detailed instructions about starting the Genesys components on which

Interaction Concentrator depends, see:

•

Framework Deployment Guide

•

Framework T-Server Deployment Guide for your particular T-Server type

•

Framework DB Server User’s Guide

•

Outbound Contact 8.1 Deployment Guide

•

eServices Deployment Guide

Start of procedure

1. On the list pane in the SCI

Applications

view, select your ICON

Application

object.

2. Do one of the following:

•

On the toolbar, click the

Start

button.

•

From the

Action

menu, select

Start

•

Right-click the

Application

object to access the shortcut menu, and then select

Start

86 Interaction Concentrator 8.0

Chapter 5: Starting and Stopping Interaction Concentrator Starting ICON

3. In the confirmation box that appears, click

Yes

SCI starts your Interaction Concentrator application.

End of procedure

Next Steps

•

You have completed all the steps necessary to start ICON using SCI.

Starting ICON Manually

Complete the following procedure to start ICON manually on UNIX.

Procedure:

Starting ICON manually on UNIX

Start of procedure

1. Go to the directory to which you have installed ICON.

2. Enter the name of the ICON executable, followed by the appropriate command-line parameters, using the following syntax:

./icon -host <

hostname

> -port <

portno

> -app <

application

Where:

•

hostname

is the name of the host on which Configuration Server is running.

•

portno

is the communication port that client applications must use to connect to Configuration Server.

•

application

is the name of the Interaction Concentrator

Application object, as defined to Configuration Server.

Note:

If the host name or application name contains spaces or hyphens

(-), enclose them in double quotation marks.

For example, to start ICON with command-line parameters that specify the host as cs-host

, the port as

2020

, and the name as

ICON 03

, enter the following:

./icon -host "cs-host" -port 2020 -app "ICON 03"

End of procedure

Next Steps

•

You have completed all the steps necessary to start ICON manually on

UNIX.

User’s Guide 87

Chapter 5: Starting and Stopping Interaction Concentrator

Starting ICON on Windows

Complete the following procedure to start ICON on Windows.

Starting ICON

Procedure:

Starting ICON on Windows

Purpose: To start ICON from the

Start > Programs

menu, or from the console window.

Start of procedure

1. Open a console window.

2. Go to the directory to which you installed Interaction Concentrator.

3. Enter the following command line: icon.exe -host <

hostname

> -port <

portno

> -app <

application

Where:

•

hostname

is the name of the host on which Configuration Server is running.

•

portno

is the communication port that client applications must use to connect to Configuration Server.

•

application

is the name of the Interaction Concentrator

Application object, as defined to Configuration Server.

Note:

If the host name or application name contains spaces or hyphens

(-), enclose them in double quotation marks.

For example, to start ICON with command-line parameters that specify the host as cs-host

, the port as

2020

, and the name as

ICON 03

, enter the following: icon.exe -host "cs-host" -port 2020 -app "ICON 03"

End of procedure

Next Steps

•

You have completed all the steps necessary to start ICON on Windows.

Starting ICON as a Windows Service

On Microsoft Windows platforms, by default, the installation process installs

Interaction Concentrator as a Windows Service. If you stopped ICON from

88 Interaction Concentrator 8.0

Chapter 5: Starting and Stopping Interaction Concentrator Stopping ICON running as a Windows Service and need to start it again as a Windows Service, complete the following procedure.

Procedure:

Starting ICON as a Windows service

Start of procedure

1. Open the Windows

Control Panel

, and then double-click the

Services icon. The

Services

dialog box opens.

2. In the

Services

list box, select your ICON service, and then click

Start.

(If you disabled Interaction Concentrator from operating as a Windows

Service, the

Start

option for this application will not be available.)

Note:

You can install the Local Control Agent (LCA) as a Windows Service with the user interface disabled. In this case, all servers that are started through SCI are started without a console, unless you specifically select the

Allow Service to Interact with Desktop check box for both LCA and ICON.

End of procedure

Next Steps

•

You have completed all the steps necessary to start ICON as a Windows service.

Stopping ICON

You can stop ICON in any of the following ways:

•

From SCI (see page 90 ). (This is the recommended method.)

•

Manually on UNIX (see

page 90

•

Manually on Windows (see

page 91

•

As a Windows Service on Windows (see page 92

Note:

To prevent ICON from self-starting, make sure that you clear the autorestart

property in the ICON

Application

object in Configuration

Manager.

User’s Guide 89

Chapter 5: Starting and Stopping Interaction Concentrator Stopping ICON

Stopping ICON with Solution Control Interface

If you are using LCA and SCS, complete the following procedure to stop

ICON with SCI.

Procedure:

Stopping ICON using SCI

Start of procedure

1. On the list pane in the SCI

Applications

view, select your ICON

Application

object.

2. Do one of the following:

•

On the toolbar, click

Stop

•

From the

Action

menu, select

Stop.

•

Right-click the

Application

object to access the shortcut menu, and then select

Stop

3. In the confirmation box that appears, click

Yes

SCI stops your Interaction Concentrator application.

End of procedure

Next Steps

•

You have completed all the steps to stop ICON using SCI.

Stopping ICON on UNIX

Stop ICON on UNIX by using one of the following procedures.

Procedure:

Stopping ICON on UNIX from the command line

Start of procedure

•

On the command line, enter the following: kill -SIGTERM <processid>

Where

is the application’s UNIX process ID.

End of procedure

90 Interaction Concentrator 8.0

Chapter 5: Starting and Stopping Interaction Concentrator Stopping ICON

Next Steps

•

You have completed all the steps to stop ICON from the command line.

Procedure:

Stopping ICON on UNIX from the console window

Start of procedure

•

From the active console window, press

CTRL+C

End of procedure

Next Steps

•

You have completed all the steps to stop ICON from the console window.

Note:

If you are using LCA and SCS, you can also use SCI to stop ICON (see

“Stopping ICON with Solution Control Interface” on page 90 ).

Stopping ICON on Windows

If ICON is running as an application—not as a Windows Service—stop it using the following procedure.

Procedure:

Stopping ICON on Windows from the console window

Start of procedure

•

From the application’s console window, press

CTRL+C

End of procedure

Next Steps

•

You have completed all the steps to stop ICON from the console window.

Note:

If you are running ICON as a Windows Service, you should stop it

only from the Services Control Manager (see “Stopping ICON as a

Windows Service”

below).

User’s Guide 91

Chapter 5: Starting and Stopping Interaction Concentrator Stopping ICON

Stopping ICON as a Windows Service

To stop Interaction Concentrator running as a Windows Service, use the following procedure.

Procedure:

Stopping ICON running as a Windows service

Start of procedure

1. Open the

Control Panel

, and then double-click the

Services

icon. The

Services

dialog box opens.

2. In the

Services

list box, select your ICON service, and then click

Stop.

End of procedure

Next Steps

•

You have completed all the steps to stop ICON running as a Windows

Service.

92 Interaction Concentrator 8.0

Chapter

Configuration Options

This chapter describes the configuration options that you can set for effective operation of your Interaction Concentrator (ICON)

Application

object. It contains the following sections, one for each

Application

object for which you must set options:



ICON Configuration Options, page 93

Switch Configuration Options, page 137

DN Configuration Options, page 147

Script Configuration Options, page 149

DAP Configuration Option, page 150



Note:

In addition to the configuration options described in this chapter,

Interaction Concentrator supports the common log options that are described in the Framework 8.0 Configuration Options Reference

Manual.

Interaction Concentrator also connects to Message Server, but no

ICON-specific configuration settings are required. For information about Message Server configuration options, see the Framework 8.0

Configuration Options Reference Manual.

ICON Configuration Options

This section describes the options that you define on the

Options

tab of your

Interaction Concentrator (ICON)

Application

object.

Available Options

You do not have to configure any options in order to start Interaction

Concentrator. However, the available configuration options can greatly affect the performance and effectiveness of your Interaction Concentrator

Deployment Guide 93

Chapter 6: Configuration Options ICON Configuration Options application. Review the information about all of the configuration options for the ICON

Application

object, in order to identify and configure the settings that are appropriate to your environment.

Configuration Server recognizes the following sections for ICON

Application objects:

•

callconcentrator

(see page 94

)

•

custom-states

(see page 120

)

•

dbw-error-reactions

(see page 123 )

•

filter-data

(see page 125 )

•

listeners

(see

page 132

)

•

user-defined section identifying the HTTP connection (see

page 133

)

•

log

(see

page 134 )

callconcentrator Section

You must name this section callconcentrator

in the configuration. The options in this section configure the main functionality of Interaction

Concentrator.

Note:

The name of this configuration option section is derived from the type of application that is used for the Interaction Concentrator

Application object in the Genesys Configuration Layer. Otherwise, there is no relationship between the Genesys Interaction Concentrator and Call

Concentrator products.

Table 10

describes the options in the callconcentrator

section. For ease of reference, the options are grouped by area of functionality (presented in alphabetical order) as follows:

•

Agent login session metrics, page 95

•

Agent login session, page 97

•

Attached data, page 98

•

Custom dispatcher, page 101

•

Database writing, page 101

•

ICON Role, page 104

•

IDB, page 105

•

In-memory queue, page 105

•

Multimedia, page 106

•

Operational memory, page 108

•

Outbound metrics, page 110

•

Partitioning, page 111

94 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

•

Persistent queue, page 112

•

Scenario recognition, page 115

•

Synchronization, page 116

•

Virtual Queue, page 119

Table 10: ICON Configuration Options—callconcentrator Section

Area of

Functionality

Option

Agent login session metrics gls-acw-first

Description

Specifies which interaction ICON associates with after-call work

(ACW). By default, ICON associates after-call work metrics with the voice interaction that immediately precedes the completion of the after-call work (the last voice interaction).

Setting this option to true

enables ICON to associate after-call work with the voice interaction that immediately precedes the start of the after-call work (the first voice interaction). In this case, subsequent voice interactions that occur during the period of after-call work are considered as related to ACW processing and should not interrupt measurement of ACW-related metrics.

When the agent logs out, changes his or her state to

Ready

, or goes

NotReady

for any reason other than to perform after-call work,

ICON reports the end of the current ACW state.

This option applies to all switches that ICON is configured to monitor; but, this option’s value does not override the value of the gls-acw-first

configuration option (described on page 140

) if configured within the switch’s configuration object.

Default Value: false

Valid Values: false

ICON associates the last voice interaction with after-call work.

true

ICON associates the first voice interaction with after-call work.

Changes take effect: After restart

Deployment Guide 95

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Agent login session metrics

(continued) gls-stats-update Specifies whether agent metrics (such as the duration of a particular agent state) are updated in IDB (

GS_AGENT_STAT

and

GS_AGENT_STAT_WM tables) as the agent login session progresses. By default (value = false

), ICON stores agent metrics only after an agent login session ends.

Default Value: false

Valid Values: true

Agent metrics (such as a state duration) are updated dynamically in IDB.

false

Agent metrics (such as a state duration) are stored in IDB after a login session ends.

Changes Take Effect: After restart gls-stats-updatedelta

Specifies the minimum change, in seconds, in the duration of an agent state that causes an updated metric’s value to be stored in

IDB. ICON processes this option only if you set the gls-stats-update

option to true.

Default Value:

Valid Values: Any integer

Changes Take Effect: After restart

96 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Agent login session metrics

(continued) gls-store-eventseq

Specifies whether ICON stores event sequence numbers when events related to an agent login session trigger creation of new records in the following IDB tables:

•

G_AGENT_STATE_HISTORY

•

G_AGENT_STATE_RC

•

G_DND_HISTORY

By default, ICON retrieves event sequence numbers from T-Server or Interaction Server events and stores the numbers along with new records in the above tables.

Note: To provide event sequence numbers with multimedia events,

Interaction Server release 7.6 is required.

Default Value:

Valid Values:

ICON does not store a sequence number of the event that triggered a new record in an agent-related table.

ICON stores a sequence number of the event that triggered a new record in an agent-related table.

Changes Take Effect: After restart

Agent login session gls-activereason-codes

Specifies whether ICON captures and stores the values of active

Agent state reason codes.

Default Value: false

Valid Values: true false

ICON captures active Agent state reason codes, and temporarily stores the values in the

G_Agent_State_RC_A table in IDB. When the reason code is terminated, ICON deletes the record from the

G_Agent_State_RC_A

table, and it creates a new record for the terminated reason code in the

G_Agent_State_RC

table, which stores the values of reason codes that have been changed or terminated.

ICON stores information about Agent state reason codes only when the reason code is changed or terminated. The information is stored in the

G_Agent_State_RC

table.

Changes take effect: After restart

Deployment Guide 97

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Attached data adata-defaultstorage

Specifies the default destination for storing attached data, for a key that is not included in the XML specification file specified by the adata-spec-name

option value (see page 99 ). ICON processes this

option only if you enable attached data storage by setting the role option to either all

or gud

(see

Note: For descriptions of these values, see “Storage Types” on page 66

This option applies to voice and multimedia interactions.

Default Value: public

Valid Values: public, secure

Changes Take Effect: After restart

adata-extensions

-history

Specifies what changes to a key’s value must be recorded in IDB, for a key that originates from the

Extensions

TEvent attribute, but that is not included in the XML specification file specified by the adata-spec-name

option value (see page 99 ). ICON processes this

option only if you enable attached data storage by setting the role option to either all

or gud

(see

option value (see page 99 ). ICON processes this

This option applies to voice and multimedia interactions.

Default Value: none

Valid Values: none

No value for a given key is recorded in IDB.

first

Only the first value for a given key is recorded in IDB.

last

Only the last value for a given key is recorded in IDB.

all

Every change in value for a given key is recorded in IDB.

Changes Take Effect: After restart

98 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Attached data

(continued) adata-reasonshistory

Description

adata-specname

Specifies what changes to a key’s value must be recorded in IDB, for a key that originates from the

Reasons

TEvent attribute, but that is not included in the XML specification file specified by the adata-spec-name

option only if you enable attached data storage by setting the role option to either all

or gud

(see

For more information about the specification, see “Attached Data

This option applies to voice interactions only.

Default Value: none

Valid Values: none

No value for a given key is recorded in IDB.

first

Only the first value for a given key is recorded in IDB.

last

Only the last value for a given key is recorded in IDB.

all

Every change in value for a given key is recorded in IDB.

Changes Take Effect: After restart

Specifies the name of the XML file that contains the specification of attached data. ICON processes this option only if you enable attached data storage by setting the role

option to either all

or gud

(see page 104

Specification File” on page 65 .

Default Value: ccon_adata_spec.xml

Valid Values: Any valid name

Changes Take Effect: After restart

Deployment Guide 99

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Attached data

(continued) adata-userdatahistory suppress-userdata

Description

Specifies what changes to a key’s value must be recorded in IDB, for a key that originates from the

UserData

reporting event attribute, but that is not included in the XML specification file specified by the adata-spec-name

option value (see page 99 ). ICON processes

this option only if you enable attached data storage by setting the role

option to either all

or gud

(see

the current counter value (L) set in Step 1 and the reservation

This option applies to voice and Multimedia interactions.

Default Value: none

Valid Values: none

No value for a given key is recorded in IDB. first

Only the first value for a given key is recorded in IDB. last

Only the last value for a given key is recorded in IDB. all

Every change in value for a given key is recorded in IDB.

Changes Take Effect: After restart

Specifies whether ICON instructs T-Server to propagate attached data only when the attached data changes. This optimizes processing of attached data by reducing network traffic.

Note: This option can be set at the level of the ICON application or the switch (see the description of the suppress-user-data

option on

page 146

). ICON automatically detects the switch-level option setting. If the switch-level option is set to the (default) value of

(unchanged attached data suppressed), T-Server TEvents are optimized for all ICON applications that connect to the T-Servers for that switch. In this case, the switch-level option setting overrides any application-level settings of

(unchanged attached data not suppressed). If the switch-level option is set to

, an application-level setting of

will override it.

Default Value:

Valid Values:

Unchanged attached user data is not suppressed.

Unchanged attached user data is suppressed.

Changes Take Effect: After restart

100 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Custom dispatcher gud-cust-disp

Description

Specifies whether ICON calls a custom stored procedure to handle attached data and store the information in custom tables.

Note: ICON starts executing the new custom dispatcher as soon as the new configuration option value is set. Processing that was begun by the old custom dispatcher of interaction information stored in the persistent queue is handled in IDB by the old custom dispatcher.

Default Value:

Valid Values:

ICON does not call a custom dispatcher.

ICON gudCustDisp1

stored procedure.

ICON gudCustDisp2

stored procedure.

Database writing gud-cust-dispgroups dbw-requesttout

Changes Take Effect: Immediately

Note: For more information, refer to the section about custom dispatchers in the Interaction Concentrator 8.0 User’s Guide.

Specifies the maximum number of key groups that ICON can process. If you code more than the maximum number of groups in the XML file, ICON ignores the extra key groups and does not provide data to the active custom dispatcher.

Key names that you specify must be unique both within and across key groups. The maximum number of keys that you can specify for any particular key group is limited to 34 (17 key-value pairs for string values, and 17 for integer values).

Default value:

Valid values:

–

255

(

indicates that ICON will process no group)

Changes Take Effect: After restart

Specifies the amount of time, in seconds, that ICON waits for the completion of a database writing transaction. If a transaction is not completed when this interval expires, ICON generates an error message and forces the transaction to be rolled back.

Default Value:

600

Valid Values: Any integer

Changes Take Effect: Immediately

Examples:

• dbw-request-tout = 30

• dbw-request-tout = 120

Deployment Guide 101

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Database writing

(continued) dbw-seq-step

Description

Specifies the reservation value that ICON uses when updating the counter in the

SEQCOUNTER

field of the

G_PROV_CONTROL

table. At startup, ICON reads the initial counter value (M) from the

G_PROV_CONTROL

table, increments the counter in every database transaction, and writes the new value into the

GSYS_SEQ

GSYS_USEQ

field of the tables that are participating in the transaction.

ICON updates the value of the

SEQCOUNTER

field in the

G_PROV_CONTROL

table as follows:

1. During the first database transaction after startup, ICON inserts the sum (L=M+N) of the initial counter value (M) and the reservation value specified by the dbw-seq-step

option (N).

For example, if the initial value that ICON retrieves at startup is

700

, and if you keep the default value of

500

for the dbw-seq-step

option, ICON writes

1200

during the first transaction.

2. During the next N–1 transactions, ICON does not update the

G_PROV_CONTROL

table, but updates only those tables that are participating in the transactions.

3. During the Nth transaction, ICON inserts into the

G_PROV_CONTROL

table a new value (K=L+N) that is the sum of

value (N).

Continuing the example from

Step 1

, during the 500th transaction, ICON writes the new counter value of

1700

4. During each subsequent Nth transaction, ICON uses the same logic to update the value of the

SEQCOUNTER

field in the

G_PROV_CONTROL

table.

Default Value:

500

Valid Values: Any integer

Changes Take Effect: After restart

Examples:

• dbw-seq-step = 100

• dbw-seq-step = 300

102 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Database writing

(continued) dbw-seq-tout

Description

Specifies the amount of time, in seconds, after which ICON writes the current value of the transaction counter to the

G_PROV_

CONTROL.SEQCURRENT

field. The merge procedure relies on this field for the detection of newly updated records. (For more information, see the section about the merge stored procedure in the

Interaction

Concentrator 8.0 User’s Guide.

)

Default Value:

Valid Values: Any integer

Changes Take Effect: Immediately

Examples:

• dbw-seq-tout = 30

• dbw-seq-tout = 120

Deployment Guide 103

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

ICON Role

Option

role

Description

Specifies the type of data that this ICON instance processes and stores in IDB.

Default Value: all

Valid Values: A comma-separated list including any of the following: all cfg

Stores all types of data.

Stores the initial configuration state and a history of configuration changes retrieved from Configuration

Server. gcc

Stores that is, T-Server and Interaction Server data that pertains to voice and multimedia interactions, and the parties associated with those interactions.

gls gud

Stores T-Server and Interaction Server data that pertains to agent states and agent login sessions.

Stores T-Server and Interaction Server data that pertains to the attached data associated with calls. gos

In an environment with Outbound Contact, stores OCS data that pertains to outbound calls and campaigns.

Note: All ICON instances are assigned a predefined role, svc,

to store service information about the ICON instance, for identification purposes, in IDB. The svc

role cannot be turned off, and you do not need to specify it in the option value.

Changes Take Effect: After restart

104 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

ICON Role

(continued)

IDB

In-memory queue

Description

role (continued) Any combination of the valid values can be used. Prefixing an db-schemaname acc-proc-tout option value with a tilde (

) excludes that type of data from ICON processing, and includes all other types. For example, the value

~cfg

deactivates ICON processing of configuration data, and activates processing and storage of all other types of data.

Note: Ensure that the role that you specify for the ICON instance is

consistent with the role that you specify for the DAP (see page 151

Examples:

• role = cfg,gcc,gud

• role = all

• role = gcc,gud,gls,gos

• role = ~cfg

(The last two examples are equivalent.)

Specifies the database schema name ICON will use when the

RDBMS requires an explicit schema name to be specified when executing stored procedures. For information about what the term

schema name means and for any delimiters that the RDBMS syntax requires, see the vendor documentation for your RDBMS.

Default value: Empty

Valid values: Any string

Changes Take Effect: After restart

Specifies the interval, in milliseconds, at which ICON scans its in-memory queue in order to determine whether the timeout set by the acc-queue-lifespan

option has expired.

Default Value:

3000

Valid Values: Any positive integer

Changes Take Effect: Immediately acc-queuelifespan

Specifies the interval, in seconds, at which ICON accumulates records in its in-memory queue before writing them to a persistent queue (as the first stage of serialization). The process of writing to a persistent queue is triggered when the limit set either by this option or by the acc-queue-size

option is exceeded.

Default Value:

Valid Values: Any positive integer

Changes Take Effect: Immediately

Deployment Guide 105

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

In-memory queue

(continued)

Multimedia acc-queue-size

Description

Specifies the maximum number of serialization records that ICON keeps in the in-memory queue before writing them to a persistent queue (as the first stage of serialization). The process of writing to a persistent queue is triggered when the limit set either by this option or by the acc-queue-lifespan

option is exceeded. This option also defines the size of a database-writing transaction.

Default Value:

500

Valid Values: Any positive integer

Changes Take Effect: Immediately calls-in-the-past Specifies whether ICON stores data for multimedia interactions that begin while ICON is down, or while ICON has no connection to

Interaction Server. The data stored for reconstructed interactions is the same as the data stored for the interactions that ICON tracks from their beginning.

Note: ICON cannot restore a correct timestamp of interaction record creation, or the information about previous parties, or the first values of user data keys.

Default Value: false

Valid Values: true false

ICON reconstructs operational data about a multimedia interaction that is already in progress when ICON receives one or more of the following reporting events from

Interaction Server:

•

EventPlacedInQueue

•

EventPlacedInWorkbin

•

EventAgentInvited

•

EventPartyAdded

ICON does not record data for multimedia interactions that begin while ICON is down, or while ICON has no connection to Interaction Server.

Changes Take Effect: After restart

106 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Multimedia

(continued) om-force-adata

Description

For deployments that have been configured to report data for multimedia interactions that started in the past (the calls-in-the-past

configuration option has been set to true

), specifies whether ICON stores a UserData snapshot that corresponds to the interaction-related data.

Default Value: false

Valid Values: true false

If the calls-in-the-past

configuration option has also been set to true,

ICON stores a UserData snapshot in the

GM_F_USERDATA

table for interactions created in the past.

If the calls-in-the-past

configuration option has been set to true,

ICON does not store a UserData snapshot when it restores a Multimedia interaction that was created in the past.

Changes Take Effect: After restart

Note: When the first event relative to the interaction is

EventProcessingStopped,

ICON does not restore the interaction.

Nevertheless, if the om-force-adata

option is set to true,

ICON stores the data in the

GM_F_USERDATA

table.

Deployment Guide 107

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Multimedia

(continued)

Operational memory mcr-omprocessing

Description

Specifies whether ICON stores information about 3 rd

Party Media interactions in IDB. By default, ICON processes interactions other than chat, e-mail, or voice and stores the type of media in special fields of the following tables:

•

GX_SESSION_ENDPOINT

•

G_AGENT_STATE_HISTORY

•

GS_AGENT_STAT

•

G_AGENT_STATE_RC

•

G_CALL

With the

setting, ICON processes neither interactions nor agent data for 3 rd

Party Media.

Default Value:

Valid Values:

ICON does not store data in IDB about interactions other than chat, e-mail, or voice.

ICON stores information in IDB about 3 interactions.

Party Media

Changes Take Effect: After restart

Note: For more information about 3 rd

Party Media support, refer to the chapter about integrating with Genesys eServices/Multimedia and 3 rd

Party Media in the Interaction Concentrator 8.0 User’s

Guide.

om-check-filterflag

Specifies whether or not ICON stores strategy activity according to the value of the om-activity-report

configuration option (see

page 150

)

that is defined on the script object (of type simple routing

). If the value is set to

ICON stores all strategy activity regardless of the value of the om-activity-report

Default Value:

Valid Values:

0, 1

Changes Take Effect: After restart

108 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Operational memory

(continued) om-max-inmemory om-memoryoptimization

Description

Specifies the maximum number of keep-in-memory interactions that were placed in queues or interaction workbins (in units of one thousand).

Default Value:

100

Valid Values:

1-2,000

(in units of one thousand)

Changes Take Effect: After restart

Keep the default value unless you are advised otherwise by Genesys

Technical Support. If you need to change the option's value, use the following formula to calculate an approximate value for this option:

Size of available operational memory (K)/((1,000 + size of user data (K))*2) where: size of user data

= average size of the interaction user data that is attached to the interaction in Interaction Server.

Note: An incorrect value for this option can affect ICON performance, or cause ICON to stop processing interactions.

Specifies whether or not memory usage will be optimized.

Default Value: false

Valid Values: true

ICON optimizes memory usage according to the values that are set for the following options: om-max-in-memory

(see

page 109 ) and

om-memory-clean

(see

page 149 ).

false

Preserves legacy behavior (prior to ICON release 7.6.1).

Changes Take Effect: After restart

Deployment Guide 109

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Outbound metrics gos-writeduplicatemetrics gos-writemetrics

Description

Specifies whether all metrics related to active outbound objects are stored in IDB exactly as Outbound Contact Server (OCS) provides them, or whether ICON filters out duplicate metrics. ICON identifies active outbound objects by

CampaignGUID, ChainGUID, and

CallAttemptGUID.

Default Value:

Valid Values:

ICON does not subsequently write the same precalculated

OCS metric after it is stored in IDB.

ICON writes all metrics related to active objects, exactly as OCS provides them, without filtering out possible duplicate metrics.

Changes Take Effect: After restart

Note: For more information about outbound-related metrics, refer to the chapter about integrating with Outbound Contact in the

Interaction Concentrator 8.0 User’s Guide.

Specifies whether ICON writes any precalculated OCS metrics to IDB.

Default Value:

Valid Values:

ICON does not store any precalculated metrics that OCS provides.

ICON stores precalculated metrics that OCS provides.

Changes Take Effect: After restart

110 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Outbound metrics

(continued)

Partitioning gos-writemetrics-only

Description

Specifies whether ICON excludes from database storage all outbound data except precalculated metrics.

Default Value:

Valid Values:

ICON stores both OCS data and precalculated OCS metrics, regardless of the value of the gos-write-metrics

option (see page 110

Provided that the gos-write-metrics

option is also set to

1, ICON stores precalculated metrics, but not the other data that OCS provides.

Changes Take Effect: After restart partition-type Dynamically specifies the content of the gsys_partition

field in

IDB tables that contain this field.

Default value:

Valid Values:

0, 1, 2

For all interactions, the gsys_partition

field contains the date, in the

YYYYMMDD

format, from the created_ts

field.

For all interactions, the gsys_partition

field contains the

UTC value from the created_ts

field.

For multimedia interactions:

• In the

G_IR, G_IR_HISTORY, G_CALL,

and

G_CALL_HISTORY

tables, the gsys_partition

field contains the UTC value from the attr_itx_submitted_at

attribute in the Interaction

Server

EventInteractionSubmitted

event.

• In the

G_AGENT_STATE_RC, G_CALL_STAT,

and

GM_L_USERDATA

tables, the gsys_partition

field contains the timestamp of interaction termination.

• In all other tables, the gsys_partition

field contains the UTC value from the created_ts

field.

Note: For voice interactions, setting partition-type=2

has the same effect as setting partition-type=1

Changes Take Effect: Immediately

Deployment Guide 111

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Persistent queue agent-pstoragename pq-backlogalarm-threshold

Specifies the name of the persistent cache file that ICON creates and uses to store information about agent login sessions before writing the information to IDB.

Default Value:

apstorage.db

Valid Values: Any valid file name

Changes Take Effect: After restart

Specifies the maximum number of records allowed to be pending in the persistent queue for submission to IDB. When the threshold is reached, ICON generates log message

25025

The purpose of the option is to enable an alarm to be generated when the number of records not submitted to IDB is unacceptably high because of some failure in the environment. The following are examples of environment failure:

• The database is not available, or it is not responding to ICON requests.

• The load on the ICON server is too high.

• The ICON process has not been suitably configured (for example, large quantities of expensive attached data are being stored).

• The network is slow.

• The load on the RDBMS is too high.

• There is an overall system overload.

112 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Persistent queue

(continued) pq-backlogalarm-threshold

(continued)

To avoid triggering the alarm because of expected fluctuations in the ICON server load, do not set the value of this option too low.

The optimal value depends on your specific deployment and contact center activity profile. Genesys recommends basing the value on the average load in your contact center, calculated from reported values for

Records queued in previous 15 minutes

on the

Database

Writer

performance counter page (see the chapter about monitoring

Interaction Concentrator in the Interaction Concentrator 8.0 User’s

Guide). For example, if 100,000 records are queued during

15 minutes of average load, consider setting the pq-backlog-alarm-threshold

value to

400,000

, to cover one hour of average load and allow for some peak loads.

Default value:

Valid values:

–(

–

) (

indicates that no log message will be generated)

Changes Take Effect: Immediately pq-backlogclearancethreshold pq-dbname

Specifies the minimum number of records pending in the persistent queue at which ICON will generate message

25026

, if log message

25025

was previously generated (see pq-backlog-alarm-threshold

Default value:

Valid values: 0–value of pq-backlog-alarm-threshold

(

indicates that no log message will be generated)

Changes Take Effect: Immediately

Specifies the name of the persistent queue file that ICON creates and uses to store information before writing the information to IDB.

With the default setting, the file name consists of the prefix icon_

, followed by the identifier that Configuration Server assigns to this particular ICON application (DBID)—for example, icon_161.pq.

The special value

:memory:

instructs the Persistent Queue Manager to use memory as storage instead of a physical file. Using memory for persistent queue storage may improve ICON performance with regard to database writes. However, this setting increases memory consumption, and you run the increased risk of losing data in the event ICON terminates abnormally.

Default Value: icon.pq

Valid Values: Any valid file name

Changes Take Effect: After restart

Deployment Guide 113

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Persistent queue

(continued) pq-dbname

(continued)

Description

pq-purgenumber pq-startupcheck

Notes:

• Genesys recommends that this file reside locally—not on a network.

• Do not use the

:memory:

value if the role

option for the ICON instance is cfg

. By design, configuration synchronization requires persistent storage, so the temporary storage provided by pd-dbname

:memory:

will generate configuration synchronization errors for an ICON configured to perform the cfg

role.

Specifies the number of committed transactions after which ICON purges from its persistent queue the information that is already stored in IDB. For example, if the value is set to

10,

ICON performs a purge operation on its persistent queue after every ten transactions.

Default Value:

Valid Values: Any positive integer

Changes Take Effect: Immediately

Specifies whether ICON checks the integrity of its persistent queue at startup. With a large-sized persistent queue file (hundreds of megabytes), the integrity check takes up to three minutes of startup time. For any integrity violations that it finds during the integrity check, ICON issues an error message, changes the extension of the corrupted queue file to

*.bak,

and creates a new database queue.

Default Value: true

Valid Values: true, false

Changes Take Effect: After restart

114 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option

Scenario recognition store-releasingparty gcti-modemonitoring

Description

For those deployments in which T-Server reports the required data, specifies whether ICON stores data in the

G_CALL_STAT

and

G_PARTY_STAT

tables in IDB to identify the party that released the call.

Default Value:

(ICON does not store the information)

Valid values:

1|true

For terminated calls, ICON stores data about the endpoint and party that initiated termination in the

G_CALL_STAT table (

GSYS_EXT_VCH1

and

GSYS_EXT_VGH2

fields) and

G_PARTY_STAT

table (

GSYS_EXT_INT1

field) in IDB.

For information about how ICON populates the values of the fields, see the section about identifying who released the call in the Interaction Concentrator 8.0 User’s Guide.

Note: In Interaction Concentrator release 8.0, this feature is supported for the Alcatel A4400/OXE switch and, if you are running Interaction Concentrator release

8.0.000.35 or higher, for Avaya switches (requires Avaya

Communication Manager 8.0.101.05 or higher).

0|false

ICON does not store data about the endpoint and party that released the call.

• In the

G_CALL_STAT

table, the value of the

GSYS_EXT_VCH1

and

GSYS_EXT_VGH2

fields is an empty string.

• In the

G_PARTY_STAT

table, the value of the

GSYS_EXT_INT1

field is

Changes take effect: After restart

Regulates the mode that ICON uses for multi-site scenario recognition.

Default Value:

Valid Values:

Enables new scenario recognition logic that is implemented in ICON release 7.6.000.21.

Preserves ICON legacy behavior (prior to release

7.6.000.21).

Changes Take Effect: After restart

Deployment Guide 115

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Synchronization start-cfg-sync Specifies whether ICON performs synchronization of configuration data between Configuration Database and IDB. By default, ICON ignores this option.

To start data synchronization, first set the option value to

then, change the option value to

This action prompts ICON to start the synchronization process. Once started, the synchronization process completes regardless of the subsequent changes to the option value.

Note: To perform data synchronization, ICON must have a connection to Configuration Server from the moment you change the option value from

until the moment when data synchronization is complete.

Default Value:

-1

Valid Values:

-1

ICON ignores this option even when it is defined in the configuration.

ICON acknowledges that this option is specified in the configuration and waits for a notification about the option value change from

ICON starts the data synchronization between

Configuration Database and IDB under the condition that the value changed first to

and then from

during

ICON run time. The value of

at ICON startup does not trigger the synchronization of configuration data.

Changes Take Effect: Immediately upon real-time notification only

116 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 10: ICON Configuration Options—callconcentrator Section (Continued)

Area of

Functionality

Option Description

Synchronization

(continued) sync-call-datalimit

Specifies the maximum number of pending synchronizations for calls and attached data.

This option controls memory consumption during the process of synchronizing calls and user data. The call record is not terminated in IDB until all attached data related to that call has been written to the database. Until then, ICON keeps in memory all information that is related to the call.

If the limit is reached, no more call records will be locked until the number of pending synchronizations falls below the configured limit. This situation does not produce any loss or duplication of data, but call records that have not been locked might be marked as terminated before their related attached data has been written to IDB.

Note: Genesys recommends that you do not change the default value.

Default value:

1000000

Valid values:

–(

–

) (

indicates that no synchronization takes place)

Changes Take Effect: Immediately tsync-threshold Specifies the maximum time difference, in milliseconds, allowed between the ICON host and the T-Server (or, if applicable,

Interaction Server) host. When the threshold is reached, ICON generates standard log message

25130

custom-states Section

You must name this section custom-states

in the configuration.

The options in this section configure Interaction Concentrator support for the processing of custom agent states and common user data.

Table 11 describes the options in the

custom-states

section. For ease of reference, the table presents the options in alphabetical order.

Table 11: ICON Configuration Options—custom-states Section

Option Description

AgentRecordUser

Types

Defines the custom agent states.

The agent desktop application starts and ends custom agent states, and it sends the required key-value pair (KVP) data to ICON through T-Server’s

EventUserEvent

ICON verifies the values provided in

EventUserEvent

for the key names specified by this configuration option, in order to determine when custom states start (value for the configured key =

“+”

) and finish (value =

“-”

). After a state is started and before it is finished, the desktop application can send data in user events, to be stored in the custom fields that correspond to the state, as specified by the

AgentUserFields

configuration option (see page 121

). For more information about

ICON custom state recording, see “Using Custom States” on page 75

Default Value: No default value

Valid Values: A comma-separated list of the custom state codes and key names in the format

. The custom state code must be a number greater than

199

Changes Take Effect: Immediately

Example:

AgentRecordUserTypes = 207,AfterCallWork,208,Break

120 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 11: ICON Configuration Options—custom-states Section (Continued)

Option

AgentUserFields Specifies the fields in the

G_CUSTOM_STATES

table in which ICON will store values

(provided in the

UserData

section of

EventUserEvent

) for the specified key names, for data that was sent while the DN was in a custom agent state.

Default Value: No default value

Valid Values: A comma-separated list of the data types, table field names, and key names in the format

Note: All the custom data fields in the

G_CUSTOM_STATES

table require character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the

UserData

KVP into a string, before storing it in the custom data field that is specified for that key name. If the value of the key in the

UserData

KVP is

KVList

, ICON ignores the value.

Changes Take Effect: After restart

Example:

AgentUserFields = char,CUST_DATA_1,KeyName1,char,CUST_DATA_2,KeyName2

• The value of the key with the name

KeyName1

will be stored in the

CUST_DATA_1 field.

• The value of the key with the name

KeyName2

will be stored in the

CUST_DATA_2 field.

EventData

Description

Specifies the list of key names for which ICON will store KVP data (provided in the

UserData

section of

EventUserEvent

) in the

G_CUSTOM_DATA_S

table.

Default Value: No default value

Valid Values: A comma-separated list of the data types and key names in the format

Note 1: The limit for option specifications in Configuration Manager is

255 characters. If your desired

EventData

option specification exceeds this limit, you can specify additional options in the format

EventData_X

, where

is any integer, starting from

. ICON recognizes all the

EventData

specifications as one option, and it concatenates the content of the options in sequence.

Note 2: The field for the key’s value in the

G_CUSTOM_DATA_S

table requires character-type data. Regardless of the data type that you specify in this option,

ICON converts the value from the

UserData

KVP into a string, before storing it in the

G_CUSTOM_DATA_S

table. If the value of the key in the

UserData

KVP is

KVList

ICON ignores the value.

Note 3: Ensure that the key name you specify does not conflict with a key name specified in the

GlobalData

option (see

page 122 ). The key names specified in the

EventData

and

GlobalData

options must be unique.

Changes Take Effect: Immediately

Example:

EventData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

Deployment Guide 121

Chapter 6: Configuration Options ICON Configuration Options

Table 11: ICON Configuration Options—custom-states Section (Continued)

Option

GlobalData

Description

Specifies the list of key names for which ICON will store KVP data (provided in the

UserData

section of

EventUserEvent

) in the

G_CUSTOM_DATA_P

table. The position of the key name in the list determines the mapping to the custom data field in the

G_CUSTOM_DATA_P

table.

Default Value: No default value

Valid Values: A comma-separated list of the data types and key names in the format

Note 1: The limit for option specifications in Configuration Manager is

255 characters. If your desired

GlobalData

option specification exceeds this limit, you can specify additional options in the format

GlobalData_X

, where

is any integer, starting from

. ICON recognizes all the

GlobalData

specifications as one option, and it concatenates the content of the options in sequence.

Note 2: All the custom data fields in the

G_CUSTOM_DATA_P

table require character-type data. Regardless of the data type that you specify in this option,

ICON converts the value from the

UserData

KVP into a string, before storing it in the

G_CUSTOM_DATA_P

table. If the value of the key in the

UserData

KVP is

KVList

ICON ignores the value.

Note 3: Ensure that the key name you specify does not conflict with a key name specified in the

EventData

option (see page 121

). The key names specified in the

EventData

and

GlobalData

options must be unique.

Changes Take Effect: Immediately

Example:

GlobalData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

• The value of the key with the name

CUSTOMER_NAME

will be stored in the

CUST_DATA_1

field.

• The value of the key with the name

CUSTOMER_PHONE

will be stored in the

CUST_DATA_2

field.

122 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 11: ICON Configuration Options—custom-states Section (Continued)

Option Description

store-event-data Specifies what, if any, KVP data (provided in the

UserData

section of

EventUserEvent

) ICON will store in the

G_CUSTOM_DATA_S

table.

Default Value: none

Valid Values: none

ICON does not store any data.

all conf

ICON stores the values of all keys.

ICON stores the values of the keys that are configured in the

EventData option.

Changes Take Effect: Immediately

Example:

store-event-data = conf

dbw-error-reactions Section

Preconfigured

Error

You must name this section dbw-error-reactions

in the configuration.

The options in this section define Interaction Concentrator reactions to specific database error messages. In other words, each configuration option in this section represents a rule for handling a certain database error.

If Interaction Concentrator receives an database error message, it will try to find the text, specified in the configuration option as a substring of the error message. If it finds this substring text, the specified error reaction will be applied.

You can specify any number of options within this configuration section. For example, the dbw-error-reactions

section that you define might appear as follows:

[ dbw-error-reactions ] dbw-error1="error=ORA1123-005;reaction=retry"

The Interaction Concentrator application template includes a preconfigured error reaction to ignore unique constraint violations:

Option Name: uniqueness

Option Value: error=unique;reaction=ignore

Table 12

describes the options in the dbw-error-reactions

section.

Deployment Guide 123

Chapter 6: Configuration Options ICON Configuration Options

Table 12: ICON Configuration Options—dbw-error-reactions Section

Option Description

<error-name> Defines how ICON reacts to a database error message that contains a particular text substring. Create a separate option for every database error message for which a certain reaction is required. Specify any meaningful name as the option name, making it unique within the dbw-error-reactions

section; ICON does not process the name parameter.

Include both a database error message and the expected reaction as two parameters of the option value, in the following format: error=<error substring>;reaction=<reaction type>

Where:

The database error message or a substring of the error message that is sufficient to identify it among all database error messages. ICON selects the first option with a matching substring among all options that contain matching substrings.

You can use any character and symbol in

except the semicolon (

;

)

A semicolon signals the end of the error

parameter to ICON. If you must include a semicolon within a substring, surround the entire substring with single quotation marks (

‘error substring’

) or double quotation marks (

“error substring”

The expected reaction to the database error message identified by

<error substring>.

The reaction can be one of the following:

• reconnect

—ICON forcefully disconnects from the database and attempts to reconnect after receiving the database error message identified by

. This reaction type is recommended for error messages related to the temporary unavailability of a database that is inadequately processed by the database server.

• retry

—ICON rolls back the current transaction, and then attempts to resubmit it after receiving the database error message identified by

. This reaction type is recommended for error messages related to nonfatal database problems (for example, a locked table state) that tend to disappear during subsequent transaction attempts.

• ignore

—ICON rolls back the current transaction after receiving the database error message identified by

. ICON then attempts to resubmit the failed transaction, statement by statement, ignoring the statement that caused the error. This reaction type is recommended for logical errors such as constraint violations.

124 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 12: ICON Configuration Options—dbw-error-reactions Section (Continued)

Option

<error-name>

(continued)

Description

Default Value: No default value

Valid Values: Any string in the following format: error=<error substring>;reaction=<reaction type>

Changes Take Effect: Immediately

Example:

The following configuration option prompts ICON to resubmit a request that previously failed with an error message that contains the substring

ORA1123-005: dbw-error1="error=ORA1123-005;reaction=retry"

filter-data Section

You must name this section filter-data

in the configuration.

The options in this section control Interaction Concentrator output to IDB.

Review the options in this section carefully and refer to the Interaction

Concentrator 8.0 Physical Data Model for your RDBMS type for details about data stored in the IDB tables that are mentioned in the option descriptions.

Evaluate whether your reports require each type of described data. Excluding certain types of data from IDB storage may help you save database space, and thus improve your database performance.

Table 13

describes the options in the filter-data

section. For ease of reference, the table presents the options in alphabetical order.

Deployment Guide 125

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section

Option

acd-partyhistory acd-partymetrics call-history

Description

Specifies whether ICON should exclude, from IDB storage, party history information about distribution devices—such as ACD queues, Routing Points, virtual routing points, and External Routing Points. By default, ICON collects party history information about distribution devices and stores this information in the

G_PARTY_HISTORY

IDB table.

With a setting of

ICON does not store party history information in the

G_PARTY_HISTORY table.

Notes:

• The acd-party-history

option applies to SIP and voice interactions only.

• If your deployment supports identifying the party that initiated release of the call, ensure that the value of this option is

See the note on

page 132 for more

information.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Specifies whether ICON should exclude, from IDB storage, party metrics for distribution devices—such as ACD queues, Routing Points, virtual routing points, and

External Routing Points. By default, ICON collects precalculated party metrics for distribution devices and stores this information in the

G_PARTY_STAT

IDB table.

With a setting of

ICON does not store data in the

G_PARTY_STAT

table for distribution devices.

Notes:

• The acd-party-metrics

option applies to SIP and voice interactions only.

• If your deployment supports identifying the party that initiated release of the call, ensure that the value of this option is

See the note on

page 132 for more

information.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Specifies whether ICON should exclude call-history information from IDB storage. By default, ICON collects and stores call history data in the

G_CALL_HISTORY

IDB table.

With a setting of

ICON ceases writing to this table.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

126 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section (Continued)

Option Description

call-metrics Specifies whether ICON should exclude call metrics from IDB storage. By default,

ICON calculates call metrics and stores them in the

G_CALL_STAT

IDB table. With a setting of

ICON ceases writing to this table.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Note: If your deployment supports identifying the party that initiated release of the call, ensure that the value of this option is

See the note on page 132

for more information.

external-party Specifies whether ICON should exclude external-party data from IDB storage. By default, ICON collects information about external parties (for example, interaction participants outside a given switch domain) and stores this information in the following

IDB tables:

•

G_PARTY

•

G_PARTY_HISTORY

•

G_PARTY_STAT

With a setting of

ICON collects and stores data about internal parties only (for example, interaction participants within a given switch domain).

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Note: If your deployment supports identifying the party that initiated release of the call, ensure that the value of this option is

See the note on page 132

for more information.

Deployment Guide 127

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section (Continued)

Option

gls-all

Description

Specifies whether ICON should exclude all information about agent activity from IDB storage. By default, ICON collects information about agent activity— such as login sessions, agent state—unless certain types of data are configured to be excluded by setting one or more of the following options to

• gls-ivr

(see page 129

)

• gls-no-person

(see page 130 )

• gls-queue

(see page 130

)

• gls-wm

(see

page 131 )

ICON stores this information in the following IDB tables:

•

G_LOGIN_SESSION

•

GX_SESSION_ENDPOINT

•

G_AGENT_STATE_HISTORY

•

G_AGENT_STATE_RC

•

G_DND_HISTORY

•

GS_AGENT_STAT

•

GS_AGENT_STAT_WM

With a setting of

for the gls-all

option, ICON ceases writing to these tables. Note, however, that with a

setting, ICON continues writing agent’s ID to the

G_PARTY

table.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

128 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section (Continued)

Option

gls-ivr gls-metrics

Description

Specifies whether ICON should exclude, from IDB storage, data about agent activity at

IVR endpoints. By default, ICON collects data about agent activity when agent login sessions are initiated from IVR endpoints and stores this information in the following

IDB tables:

•

G_LOGIN_SESSION

•

GX_SESSION_ENDPOINT

•

G_AGENT_STATE_HISTORY

•

G_AGENT_STATE_RC

•

G_DND_HISTORY

•

GS_AGENT_STAT

•

GS_AGENT_STAT_WM

With a setting of

ICON verifies whether the DN at which an agent logs in is an IVR device; in this case, ICON does not store information about this agent’s activity to these tables. Furthermore, for parties associated with an IVR device, ICON does not record the agent’s ID in the

G_PARTY

IDB table.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Note: See

page 148 for more information about setting the

ivr

option to configure a

DN as an IVR port. For a description of how ICON identifies an IVR, see the

Interaction Concentrator 8.0 User’s Guide.

Specifies whether ICON should exclude agent states from IDB storage. By default,

ICON collects agent states unless certain types of data are configured to be excluded by setting one or more of the following options to

• gls-all

(see page 128

)

• gls-ivr

(see page 129

)

• gls-no-person

(see page 130 )

• gls-queue

(see page 130

)

• gls-wm

(see

page 131 )

ICON stores agent states information in the following IDB tables:

•

GS_AGENT_STAT

•

GS_AGENT_STAT_WM

With a setting of

ICON does not store information about agent states to these tables.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Deployment Guide 129

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section (Continued)

Option

gls-no-person Specifies whether ICON should exclude, from IDB storage, data about agent activity for agents whose login ID is not associated with any

Person

configuration object. By default, ICON collects data about all agent activity and stores this information in the following IDB tables:

•

G_LOGIN_SESSION

•

GX_SESSION_ENDPOINT

•

G_AGENT_STATE_HISTORY

•

G_AGENT_STATE_RC

•

G_DND_HISTORY

•

GS_AGENT_STAT

•

GS_AGENT_STAT_WM

With a setting of

ICON verifies whether the

LoginID

reported in events regarding agent states is assigned to any

Person

object configured in the Configuration Database; if this is not the case, ICON does not store information about this agent’s activity to these tables.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart gls-queue

Description

Specifies whether ICON should filter out information, from IDB storage, about the queues where agents are logged in. By default, ICON collects information about agents’ queue(s) and stores this information in the following IDB tables:

•

G_AGENT_STATE_HISTORY

•

G_AGENT_STATE_RC

•

GS_AGENT_STAT

•

GS_AGENT_STAT_WM

•

GX_SESSION_ENDPOINT

With a setting of

ICON ceases writing queue-related data to the first four tables

(above). ICON will continue writing information to the

GX_SESSION_ENDPOINT

table about the queues where agents are logged in.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

130 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section (Continued)

Option

gls-wm ir-history

Description

Specifies whether ICON should exclude, from IDB storage, data about changes in agent work mode that do not coincide with changes in agent state. By default, ICON collects and stores data about agents’ work mode and changes in agents’ work modes in the following IDB tables:

•

G_AGENT_STATE_HISTORY

•

G_AGENT_STATE_RC

•

GS_AGENT_STAT_WM

With a setting of

ICON ignores information about work mode and work mode changes. It records a value of unknown in the (above) IDB tables.

Note: This option does not affect ICON’s ability to track after-call work.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Specifies whether ICON should exclude data about the interaction record history from

IDB storage. By default, ICON collects interaction record history and stores this information in the

G_IR_HISTORY

IDB table.

With a setting of

ICON ceases writing data to this table.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart observer-party Specifies whether ICON should exclude, from IDB storage, data related to a service observer on a call. By default, ICON collects data about every party involved with the call and stores this information in the following IDB tables:

•

G_PARTY

•

G_PARTY_HISTORY

•

GS_PARTY_STAT

With a setting of

ICON does not store data about the party with the role

Observer

to these tables.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Note: If your deployment supports identifying the party that initiated release of the call, ensure that the value of this option is

See the note on page 132

for more information.

Deployment Guide 131

Chapter 6: Configuration Options ICON Configuration Options

Table 13: ICON Configuration Options—filter-data Section (Continued)

Option

udata-historyterminated

Description

Specifies whether ICON should exclude, from IDB storage, information about changes in

UserData

values for certain keys. When ICON is configured in a way that it should store an entire history of

UserData

values for certain keys, ICON collects data about every change in value for those keys and, at interaction termination, stores this information in the following IDB tables:

•

G_USERDATA_HISTORY

•

G_SECURE_USERDATA_HISTORY

With a setting of

ICON does not insert new records in these tables at call termination time. ICON does, however, continue to write information about the creation, addition, and removal of key-value pairs to these tables.

Default Value:

Valid Values:

1, 0

Changes Take Effect: After restart

Note:

To enable identification of the party that initiated release of the call, in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history,

and observer-party

options is

(the default value). Otherwise, ICON will not store records in the

G_PARTY_STAT

table for the types of parties influenced by these options. Therefore, ICON will not be able to identify whether call termination was initiated on the endpoint associated with this party or on the other resource.

Similarly, ensure that the value of the call-metrics

option is

(the default value). Otherwise, ICON will not store records in the

G_CALL_STAT

table.

For more information about the releasing-party feature, see the section about identifying who released the call in the Interaction

Concentrator 8.0 User’s Guide.

listeners Section

You must name this section listeners

in the configuration.

This section references a separate configuration section that describes the

HTTP listening port.

Table 14

describes the options in the listeners

section.

132 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 14: ICON Configuration Options—listeners Section

Option

Description

Points to the configuration of an HTTP connection to ICON. The option name must replicate the name of another configuration section in the ICON

Application

object.

Because ICON does not process this option value, you can use it to enter a short description for the connection; ICON will print this description to its log.

Default Value: No default value

Valid Values: Any string

Changes Take Effect: Immediately

Example:

[listeners] http-9090="ICON HTTP listener"

Where http-9090 is the option that describes the parameters of an HTTP connection at a port that ICON opens for listening

Note: To enable access to the performance counters, configure an HTTP Listener option, and then configure a corresponding section with its options.

<http-connection> Section

You can choose any name for this section, provided that it matches the name that you specify for one of the options in the listeners

section. Use the options described in

Table 15

to set parameters for this connection.

Example:

[http-9090] port=9090 transport=tcp protocol=http

Deployment Guide 133

Chapter 6: Configuration Options ICON Configuration Options

Table 15: ICON Configuration Options—<http-connection> Section

Option

port protocol transport

Description

Specifies the number of the port that ICON opens for HTTP listening.

Default Value: No default value

Valid Values: Any integer from

65535

Changes Take Effect: After restart

Warning! The value for the port

option must not coincide with the

ICON Application object’s communication port that is opened for client connections.

Specifies the application-level protocol for the configured listener. Change the value to http to enable access to interfaces that are exposed through HTTP in ICON and that display performance counters.

Note: The HTTP interface is not available by default.

Default Value: sip

Valid Values: http, sip

Changes Take Effect: Immediately

Specifies the transport layer protocol for the connection between ICON and its client.

Default Value:

TCP

(Transmission Control Protocol)

Valid Value:

TCP

Changes Take Effect: Immediately

log Section

In addition to the log options that are common to all Genesys Server applications, and that are described in the Framework 8.0 Configuration

Options Reference Manual, Interaction Concentrator supports a number of unique log options that can help you troubleshoot various scenarios when you deploy ICON and test its functionality in your environment.

Use the log

section on the

Options tab to set all of Interaction Concentrator’s log options.

For the log options described in Table 16 , the meaning of the valid values is as

follows:

No troubleshooting-related logging

Logging of errors only

Detailed troubleshooting-related logging

Full details in troubleshooting-related logging

Table 16

describes the options in the log section. For ease of reference, the table presents the options in alphabetical order.

134 Interaction Concentrator 8.0

Chapter 6: Configuration Options ICON Configuration Options

Table 16: ICON Configuration Options—log Section

Option Description

x-conn-debugopen

Specifies the verbosity with which ICON logs messages that are related to network connections and disconnections at a transport protocol level. The value

disables troubleshooting-related logging, and the value

produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

page 137 ), with regard to incoming

), with regard to network connection messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately x-conn-debugselect

Specifies the verbosity with which ICON logs messages that are related to incoming information at a transport protocol level. This option may significantly increase log volume. The value

disables troubleshooting-related logging, and the value

produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

option (see

information messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately x-conn-debugtimers

Specifies the verbosity with which ICON logs messages that are related to triggering connection timers at a transport protocol level. The value

disables troubleshooting-related logging, and the value

produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

), with regard to connection timer– triggering messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately x-conn-debugwrite

Specifies the verbosity with which ICON logs messages that are related to outgoing information at a transport protocol level. The value

disables troubleshooting-related logging, and the value

produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

option (see page 137 ),

with regard to outgoing information messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately

Deployment Guide 135

Chapter 6: Configuration Options ICON Configuration Options

Table 16: ICON Configuration Options—log Section (Continued)

Option

x-printattached-data

Description

Specifies whether userdata will be printed to the log. Genesys recommends that you do not change the default setting ( false

), because printing userdata to the log can significantly increase log size and impact system resources.

Default value: false

Valid values: true

Enables printing userdata to the log.

fals e

Suppresses printing userdata to the log.

Changes Take Effect: Immediately x-server-config

-trace-level

Specifies the verbosity with which ICON logs messages that are related to the configurations of the objects on which it relies. Messages can include configuration information about ICON’s own

Application

object. The value

disables troubleshooting-related logging, and the value

produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

), with regard to configuration information messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately x-server-dbwtrace-level

Specifies the verbosity with which ICON logs messages that are related to data-writing operations with the persistent queue and IDB. The value

disables troubleshooting-related logging, and the value

produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

option (see page 137 ), with regard to CTI

), with regard to data-writing operation messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately x-server-debug

-level

Like x-server-trace-level

, specifies the verbosity with which ICON prints troubleshooting-related logs. ICON supports both option names, but Genesys recommends using the x-server-trace-level

option name. For more information, see the description of the x-server-trace-level

option (

page 137 ).

136 Interaction Concentrator 8.0

Chapter 6: Configuration Options Switch Configuration Options

Table 16: ICON Configuration Options—log Section (Continued)

Option Description

x-server-gctitrace-level

Specifies the verbosity with which ICON logs messages that are related to its CTI communications. Messages can include

TEvents

that ICON receives from T-Server, including call-related and party-related events, and they can also include reports about

CTI transactions. The value

disables troubleshooting-related logging, and the value

3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level

communications messages.

Default Value: As specified by the x-server-trace-level

option

Valid Values:

0|1|2|3

Changes Take Effect: Immediately x-server-tracelevel

Specifies the verbosity with which ICON prints troubleshooting-related logs. This option sets the default value for all troubleshooting-related log options that are unique to ICON. That is, the value that you set for this option applies to the following function-specific options if you do not configure them:

• x-conn-debug-open

• x-conn-debug-select

• x-conn-debug-timers

• x-conn-debug-write

• x-server-config-trace-level

• x-server-dbw-trace-level

• x-server-gcti-trace-level

For more information about each function-specific option, see the descriptions starting on

page 135 .

If you do set a value for any of these function-specific options, and if that value differs from the x-server-trace-level

option value, the function-specific option value supersedes the x-server-trace-level

option value for log messages that are related to that particular function.

Default Value:

Valid Values:

0|1|2|3

Changes Take Effect: Immediately

Switch Configuration Options

This section describes the configuration options that you configure on the

Annex

tab of any

Switch

configuration object that is monitored by a T-Server

Deployment Guide 137

Chapter 6: Configuration Options Switch Configuration Options related to your Interaction Concentrator. Interaction Concentrator processes these options.

All the

Switch

configuration options that affect Interaction Concentrator behavior are contained in a special configuration section, gts.

If required, you must create this section on the

Annex

tab of the

Switch

object.

Note:

The information in this section does not apply to

Multimedia

switches.

gts Section

Table 17

describes the options in the gts

section. For ease of reference, the table presents the options in alphabetical order.

Table 17: Switch Configuration Options—gts Section

Option

call-deletiontimeout

Description

Specifies the amount of time, in seconds, that ICON delays call context deletion after receiving a notification that the call has been deleted in T-Server.

Default Value:

Valid Values:

–

600

Changes Take Effect: Immediately delivered-flag Controls when an unmonitored party is reconstructed (regarding an event flow), and when a transition to the alerting

state occurs for this party in the call to an external destination (regarding the switch).

Default Values:

(For all switches except Cisco CallManager)

(For Cisco CallManager)

Valid Values:

The state is generated when

EventDialing

arrives.

The state is generated when

EventNetworkReached

arrives.

The state is generated when

EventEstablished

arrives.

An unmonitored party is not reconstructed.

Note: Genesys Technical Support recommends that you set the value of this option to

only for a particular event flow.

Changes Take Effect: After restart

138 Interaction Concentrator 8.0

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option

emulate-eventqueued-extrp emulate-eventqueued-rp emulate-eventqueued-rq

Description

Enables the emulation of

EventQueued

for an External Routing Point that belongs to this switch.

Note: Generation of

EventQueued

for an External Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment.

Default Value:

Valid Values:

0 EventQueued

is not emulated.

1 EventQueued

is emulated.

Changes Take Effect: Immediately

Note: For help setting this option correctly, contact Genesys Technical Support.

Enables the emulation of

EventQueued

for a Routing Point that belongs to this switch.

Note:

Generation of

EventQueued

for a Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment.

Default Value:

Valid Values:

0 EventQueued

is not emulated.

1 EventQueued

is emulated.

Changes Take Effect: Immediately

Note: For help setting this option correctly, contact Genesys Technical Support.

Enables the emulation of

EventQueued

for a routing queue that belongs to this switch.

Note:

Generation of

EventQueued

fo r a routing queue depends on a particular T-Server and its switch. ICON requires this event for a correct party representation in any environment.

Default Value:

Valid Values:

0 EventQueued

is not emulated.

1 EventQueued

is emulated.

Changes Take Effect: Immediately

Note: For help setting this option correctly, contact Genesys Technical Support.

Deployment Guide 139

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option Description

fix-time-stamps Enables adjustment of timestamps when the CTI event contains an earlier timestamp than the timestamp from a previously received CTI event.

Default Value:

Valid Values:

Adjustment is disabled.

gls-acw-first

Any non-zero integer

Adjustment is enabled.

Changes Take Effect: After restart

Specifies, for this switch, which interaction ICON associates with after-call work

(ACW). By default, ICON uses the setting of the gls-acw-first

configuration option

(described on page 95 ) as specified at the ICON application level.

Setting this option to

When the agent logs out, changes his or her state to

Ready

, or goes

NotReady

for any reason other than to perform after-call work, ICON reports the end of the current ACW state.

This option overrides an explicit setting of the gls-acw-first

configuration option

(described on page 95 ) at the ICON application level.

Note: To associate the first ACW value, specify the value of this option on the switch

Application

. A change to the setting of this option on the ICON

Application

does not propagate to SIP switches.

Default Value:

-1

Valid Values:

-1

ICON uses the value of the gls-acw-first

option specified in the ICON

Application object. If no value is set at the application level, ICON associates the last voice interaction with after-call work.

ICON associates the last voice interaction with after-call work.

ICON associates the first voice interaction with after-call work.

Changes take effect: After restart

140 Interaction Concentrator 8.0

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option Description

gls-associations

-rule

Controls, for this switch, how ICON associates DNs with a given agent login session.

You can configure DN associations in Configuration Layer in two ways:

• By adding DNs to the same

Place

object. (For example, a DN of

Position

type and

DN of

Extension

type on the same phone set on an Avaya switch must belong to the same

Place.

Another example involves DNs of different media types that are included into the same

Place.

)

• By creating a relationship between two DNs through the

Association

field in the

DN Properties

window.

The gls-associations-rule

option enables ICON to process signaling on the associated DNs as follows:

• With the setting of

-1,

ICON creates two separate login sessions for an agent who logs in with two different login IDs at two DNs that belong to the same place. For example, when one DN is used for multimedia interactions and another DN is used for voice interactions, ICON handles agent login sessions at these two DNs separately.

• With the setting of

ICON creates a single login session for two DNs that belong to the same place when an agent logs in at one of these DNs. For example, when an agent logs in at a position DN and an extension DN exists on the same phone set,

ICON maintains a single login session for these two DNs.

• With the setting of

ICON creates a single login session for two DNs that are related through the

Association

field when an agent logs in at one of these DNs.

For example, when an agent logs in to different queues from two associated DNs,

ICON maintains a single login session for these two DNs.

Default Values:

-1

(For SIP switches)

(For all switches except SIP)

Valid Values:

-1

ICON associates each DN with a separate login session.

ICON associates a single login session with multiple DNs at a place.

ICON associates a single login session with two DNs associated through configuration.

Changes take effect: After restart

Deployment Guide 141

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option Description

gls-enable-acwbusy

Specifies, for this switch, whether ICON should continue

ACW

and

NotReady

agent states when agents place or receive calls during the period of time that after-call work or

NotReady

agent state were invoked.

The following IDB tables are affected by this option:

G_AGENT_STATE_HISTORY,

G_AGENT_STATE_RC, GS_AGENT_STAT, GS_AGENT_STAT_VM.

For a description of these tables, refer to the IDB schema chapter in the Interaction Concentrator 8.0 User’s

Guide.

Default Value:

Valid Values:

ACW

and

NotReady

agent states while an agent is handling another

ICON call.

ACW

and

NotReady

agent states while the agent handles another

ICON recognizes completion of after-call work when any of the following occur:

• The agent logs out.

• The agent places himself/herself in

Ready

mode.

• The agent goes

NotReady

for any reason other than to perform after-call work. (This includes indirect work mode changes such as when the agent walks away from his or her desk for a period of time.)

Changes Take Effect: After restart

Note: This option is not valid for SIP-compliant switches that handle interactions other than voice interactions.

142 Interaction Concentrator 8.0

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option

gls-flag-ondisconnect

Description

Specifies how ICON handles agent states when disconnecting from, and reconnecting to, T-Server.

Default Value:

Valid Values:

When reconnecting to T-Server, ICON compares the agent state from its memory with the state from

EventRegistered.

If the in-memory state does not match the currently reported agent state, ICON updates the agent state in both its internal memory and IDB. When disconnecting from T-Server, ICON performs no actions specific to agent states.

When disconnecting from T-Server, ICON closes any existing agent login sessions, and records this fact in IDB. When reconnecting to T-Server, ICON uses information from

EventRegistered

to start new agent login sessions, sets the current agent states, and writes this data to IDB.

When disconnecting from T-Server, ICON does not close any existing agent login sessions. Instead, it changes agents’ states to

UNKNOWN,

and records these new states in IDB. When reconnecting to T-Server, ICON uses information from

EventRegistered

to restore the current agents’ states and write them to IDB.

Changes Take Effect: Immediately

Note 1: Genesys recommends setting this option to

when the switch is monitored by

T-Server 7.6.

Note 2: Genesys recommends that you do not set the value of this option to

for deployments supporting HA of agent data. If you choose to set this option to

, however, a limited amount of HA agent data will be available (event sequence numbers only) provided that you also set the gls-use-ts-id

configuration option (see

page 145 ) in the [

gts

] section to

on the switch

Annex

tab.

Deployment Guide 143

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option

gls-maxduration gls-maxinactivity

Description

Specifies the maximum amount of time, in hours, that an agent login session can last on a DN that belongs to this switch. Setting the option value to

(zero) prevents ICON from checking session durations.

Default Value:

Valid Values: Any integer from

720

Changes Take Effect: Immediately

Note: In deployments that use T-Server release 7.6 or later, ICON ignores the gls-max-duration

option.

With T-Server release 7.6 and later, T-Server generates agent login session IDs and controls the login sessions. In this case, the gls-max-duration

option has no effect on

ICON reporting.

Earlier releases of T-Server do not provide agent login session IDs. In these cases,

ICON generates its own agent login session IDs, and uses the gls-max-duration

and gls-max-inactivity options to help manage reporting on agent login session activity.

Specifies the maximum allowed inactivity period, in hours, during a single login session. ICON closes any agent login session for which no agent-related activity is detected during the specified interval. Setting the option value to

(zero) prevents

ICON from checking inactivity durations.

Default Value:

Valid Values: Any integer from

Changes Take Effect: Immediately

Note: In deployments that use T-Server release 7.6 or later, ICON ignores the gls-max-inactivity

option.

With T-Server release 7.6 and later, T-Server generates agent login session IDs and controls the login sessions. In this case, the gls-max-inactivity

option has no effect on ICON reporting.

Earlier releases of T-Server do not provide agent login session IDs. In these cases,

ICON generates its own agent login session IDs, and uses the gls-max-duration

and gls-max-inactivity options to help manage reporting on agent login session activity.

144 Interaction Concentrator 8.0

Chapter 6: Configuration Options Switch Configuration Options

Table 17: Switch Configuration Options—gts Section (Continued)

Option

gls-use-ts-id

Description

Specifies whether ICON uses the login session ID generated by T-Server (GUID) or by itself when connecting to, or disconnecting from, T-Server.

Default Value:

Valid Values:

ICON generates the login session ID itself.

ICON uses the login session ID (GUID) generated by T-Server.

Note: If you set this option to

make sure you also set the gls-flag-on-disconnect option (see

page 143

) to

1 in order to access available HA agent data.

Changes Take Effect: After restart load-balancingon-ntwk-switch

Specifies whether this is a network switch, working in load-balancing mode, that is served by multiple Network T-Servers. ICON uses this option to determine whether to enable connection to more than one Network T-Server serving this switch.

Default Value:

Valid Values:

Network switch in load-balancing mode.

min-tsyncroundtrip

Any other integer

Not a network switch in load-balancing mode. Either:

• Not a network switch

• A network switch, but not in load-balancing mode

Changes Take Effect: After restart

Specifies the amount of time, in milliseconds, allowed for messages sent from ICON to T-Server to be acknowledged by T-Server, for the purposes of time synchronization.

All messages that are acknowledged within the specified round-trip delay are considered valid for the purposes of calculating the time difference between the ICON host and the T-Server host.

DN Configuration Options

This section describes the ICON-related configuration options that you configure on the

Annex

tab of a

configuration object. Interaction

Concentrator processes these options.

gts Section

You must name this section gts

in the configuration.

Table 18

describes the options in the gts

section. For ease of reference, the table presents the options in alphabetical order.

Table 18: DN Configuration Options—gts Section

Option Description

emulate-eventqueued

Enables the emulation of

EventQueued

for this particular DN. This setting supersedes the value set in an

EventQueued

-related option at the

Switch

level.

Note: Generation of

EventQueued

for a Routing Point, a Routing Queue, and an

External Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment.

Default Values:

For a Routing Queue DN

For a Routing Point DN and an External Routing Point DN

Valid Values:

0 EventQueued

is not emulated.

1 EventQueued

is emulated.

Changes Take Effect: Immediately

Deployment Guide 147

Chapter 6: Configuration Options DN Configuration Options

Table 18: DN Configuration Options—gts Section (Continued)

Option

ivr monitor

Description

Specifies whether ICON treats this DN as an IVR port. By default, ICON identifies

DNs as IVR ports using one of the following criteria:

• DN has a type of

Voice Treatment Port

in Configuration Database.

• DN has a type of

ACD Position

Extension,

and it is specified as an

Associated

in the properties of the IVR port.

Notes:

• You must set the value of this option to

if (a) you want ICON to reliably report that the endpoint associated with a party is an IVR port and (b) the DN configuration does not satisfy either of the above criteria. Note that ICON does not limit the DNs to which you can apply this configuration value, and there are no internal checks to verify that the value is correct for your deployment. Set this configuration option carefully to avoid unwanted downstream implications. For example, if you incorrectly set this option to

for a non-IVR device type, ICON will report it as an

IVR device, and the downstream reporting application might interpret ICON data incorrectly.

• See the gls-ivr

option description on

page 129 to exclude data about agent activity

associated with this IVR device from IDB storage.

Default Value:

Valid Values:

ICON does not recognize this DN as an IVR port unless the DN configuration satisfies one of the above criteria.

ICON treats this DN as an IVR port regardless of other configuration parameters specified for this DN.

Changes Take Effect: Immediately

Applicable to DNs of the

Virtual Queue

type, this option enables the processing of

Virtual Queue–related events for this particular DN. This option is meaningful only when the support-dn-type-5

configuration option is set to

(default) in the corresponding

Switch

object configuration (see

page 146 ).

Default Value:

Valid Values:

ICON does not handle any Virtual Queue–related events for this DN.

ICON processes Virtual Queue–related events for this DN.

Changes Take Effect: Immediately

148 Interaction Concentrator 8.0

Chapter 6: Configuration Options Script Configuration Options

Script Configuration Options

This section describes the ICON-related configuration options that you configure on the

Annex

tab of script

configuration objects of type interaction queue and simple routing

(for a routing strategy)

Interaction Concentrator processes these options.

callconcentrator Section

You must name this section callconcentrator in the configuration.

Table 19

describes the options in the callconcentrator

section of script objects of type

interaction queue

and simple routing.

Table 19: Script Configuration Options

Option Description

objects of type interaction queue

om-memoryclean

Specifies whether or not ICON immediately removes an interaction from memory when the interaction is placed in the interaction queue.

Note: The om-memory-optimization

option (see

page 109 ) must be set to

true

in order for om-memory-clean

to work.

Default Value:

Valid Values:

ICON does not take any special action to remove an interaction when it is placed in the interaction queue.

ICON immediately removes an interaction when it is placed in the interaction queue.

Note: Regardless of the value of this option, the removal of an interaction from

ICON memory can be triggered by the value set for the

om-max-in-memory

option

(see

page 109 ).

Changes Take Effect: After restart

Deployment Guide 149

Chapter 6: Configuration Options DAP Configuration Option

Table 19: Script Configuration Options (Continued)

Option Description objects of type simple routing

om-activityreport

Specifies whether or not ICON will store activity data that is related to a particular strategy. If the value is set to false,

ICON will not store in IDB any data about parties for this strategy or any user data changes that are made by this strategy.

Note: Regardless of the value of this option, ICON will always process

EventInteractionStopped events.

Default Value: true

Valid Values:

true, false

Changes Take Effect: After restart

DAP Configuration Option

This section describes the ICON-related configuration option that you configure on the

Options

tab of a Database Access Point (DAP)

Application configuration object that specifies the IDB connection. Interaction

Concentrator processes this option.

callconcentrator Section

You must name this section callconcentrator

in the configuration.

Table 20

describes the option in the callconcentrator

section of the DAP

Application

object.

150 Interaction Concentrator 8.0

Chapter 6: Configuration Options DAP Configuration Option

Table 20: DAP Configuration Option

Option

role

Description

Specifies the type of data that ICON is allowed to store in IDB through this DAP. Use this option when you are writing different types of ICON data to different databases.

Default Value: all

Valid Values: A comma-separated list including any of the following: cfg gcc

Stores the initial configuration state, and a history of configuration changes retrieved from Configuration Server.

Stores call-related and party-related information—that is, T-Server and, if applicable, Interaction Server data that pertains to calls and the parties associated with those calls.

gls gud

Stores T-Server and, if applicable, Interaction Server data that pertains to the agent states and agent login sessions.

Stores T-Server and, if applicable, Interaction Server data that pertains to the attached data associated with calls.

gos

In an environment with Outbound Contact, stores OCS data that pertains to outbound calls and campaigns.

Any combination of the valid values can be used. Prefixing an option value with a tilde

(

) excludes that type of data from database storage through this DAP, and includes all other types. For example, the value

~cfg

deactivates the storage of configuration data through this DAP, and activates processing and storage of all other types of data.

All types of ICON data go through the same DAP in the following cases:

• No role

option is specified for the DAP.

• The role

option is specified, and its value is explicitly set to all.

• You specified only one

DAP Application

object on the

Connections

tab of the ICON

Application

object.

Note 1: Regardless of whether a given DAP handles all types of ICON data or a subset of them, a separate database connection is opened for each type of data.

Note 2: Ensure that the role that you specify for the DAP is consistent with the role that you specify for the ICON instance (see

Startup Problems, page 153

Changes Take Effect: After restart

Examples:

• role = cfg,gcc,gud

• role = all

• role = ~cfg

Deployment Guide 151

Chapter 6: Configuration Options DAP Configuration Option

152 Interaction Concentrator 8.0

Chapter

Troubleshooting ICON

Installation and

Deployments



This chapter describes problems that you might encounter when starting or running your Interaction Concentrator (ICON) application, and how to resolve them. It contains the following sections:

Restrictions, page 153

Runtime Problems, page 155

Merge Procedure Problems, page 159

Restrictions

To avoid a wide range of startup and runtime problems, observe the following restrictions:

•

Do not disconnect ICON from Configuration Server during startup.

•

Do not change any connections on the

Connections

tab of the ICON

Application

during runtime.

Startup Problems

The following are the most common startup problems:

•

ICON does not connect to the Configuration Server (see

“No Connection to the Configuration Server”

below).

•

ICON closes at startup (see “ICON Exits at Startup” on page 154

Deployment Guide 153

Chapter 7: Troubleshooting ICON Installation and Deployments Startup Problems

No Connection to the Configuration Server

Possible causes of this problem are as follows:

•

Command-line parameters on the ICON

Application

object’s

Server Info tab incorrectly specify the Configuration Server host and port.

Solution: Correct the command-line parameters and restart the application.

For more information about the command-line parameters, see

“Command-Line Parameters” on page 85 .

•

Configuration Server is not running, or it is inaccessible over the network.

Solution: Start Configuration Server or re-establish the network connection.

ICON Exits at Startup

See the ICON log file for the reasons for the startup failure. Possible reasons include:

•

The application name specified in the ICON startup command line does not correspond to any existing

Application

object in the Configuration

Layer.

Solution: Create the

Application

object. For more information about creating and configuring the ICON

Application,

see “Deploying

Interaction Concentrator” on page 46

•

The application name specified in the ICON startup command line refers to an

Application

object that is not of the

Call Concentrator

application type.

Solution: Remove the

Application

object of the incorrect type, and then use the correct template to create a new

Application

object of the

Call

Concentrator

type. For more information about creating and configuring the ICON

Application

object, see “Deploying Interaction Concentrator” on page 46

•

There is no assignment to a Database Access Point (DAP)

Application object on the

Connections

tab of the ICON

Application

object.

Solution: Add to the ICON

Application

object’s

Connections

tab any DAP

Application

objects through which this ICON instance will access

Interaction Databases (IDBs).

•

The DAP

Application

object assigned on the ICON

Application

object’s

Connections

tab does not have an associated DB Server application.

Solution: Associate a DB Server with the DAP

Application

object. For

more information, see “Configuring a DAP” on page 58

154 Interaction Concentrator 8.0

Chapter 7: Troubleshooting ICON Installation and Deployments Runtime Problems

•

The ICON instance has been configured to process call attached data

( role

= gud

), but ICON cannot open the file specified in the adata-spec-name

configuration option. The following error message in the log file indicates the existence of this condition:

Std 02016 Unable to open attached data file '<attached data specification file name>', error code XXX



Solution: Verify the following and correct as required.

The file specified in the adata-spec-name

configuration option exists. If the file does not exist, create a new one or use the default attached data specification file ( ccon_adata_spec.xml

) provided in the Interaction

Concentrator installation package.

The Interaction Concentrator user (the account under which ICON has been started) has the required permissions to read the attached data specification file.

•

The persistent queue file has become corrupted.



Solution: Force ICON to create a new persistent queue file by doing one of the following:

Using operating system commands, move or rename the corrupted

.pq

file. On restart, ICON will create a new

.pq

file with the original file name in the original location.

Reset the pq-dbname

configuration option in the ICON

Application object. On restart, ICON will create a new

.pq

file with the new file name in the specified location. For more information about the pq-dbname

configuration option, see

page 113

In both cases, all unprocessed data in the old

.pq

file will be lost to ICON and IDB.

•

There is no free disk space on the disk where the apstorage.db file resides.

Solution: Free up memory on the disk or add more disk memory. For more information about the

apstorage.db

file, see the chapter about agent states and login sessions in the Interaction Concentrator 8.0 User’s Guide.

Runtime Problems

The following are the most common runtime problems:

•

ICON does not connect to T-Server or Interaction Server (see “No

Connection to T-Server or Interaction Server” on page 156 ).

•

ICON does not receive call-related events from T-Server (see “ICON Does

Not Receive Call-Related Events from T-Server” on page 156 ).

•

ICON does not write information to the database (see “ICON Does Not

Write Information to the Database” on page 157

Deployment Guide 155

Chapter 7: Troubleshooting ICON Installation and Deployments Runtime Problems

•

ICON has lost synchronization with the Configuration Database (see

“ICON Has Lost Synchronization with the Configuration Database” on page 158

•

ICON functionality is not available as configured, or ICON functioning

becomes unpredictable (see “ICON Does Not Function Correctly” on page 159

No Connection to T-Server or Interaction Server

Possible causes of this problem are as follows:

•

There is no assignment to the T-Server

Application

object or the

Interaction Server

Application

object on the ICON

Application

object’s

Connections

tab.

Solution: Add to the ICON

Application

object’s

Connections

tab any

T-Server or Interaction Server

Application

objects from which this ICON instance will receive interaction-related information.

•

The T-Server or Interaction Server application is not running, or it is not accessible over the network.

Solution: Start the application or re-establish the network connection.

•

The T-Server or Interaction Server

Application

object cannot connect to its

Switch

link.

Solution: See the applicable troubleshooting guide for your particular

T-Server or Multimedia Interaction Server.

•

The release of the T-Server or Interaction Server

Application

object is not compatible with Interaction Concentrator. T-Server release 7.2 is the minimum version required by any release of Interaction Concentrator.

Multimedia Interaction Server release 7.5 is the minimum version required for Interaction Concentrator support of eServices/Multimedia. For more information about Interaction Concentrator compatibility and

interoperability with other Genesys components, see “Compatibility” on page 35 .

Solution: Upgrade the T-Server or Interaction Server

Application

object to a compatible release.

•

The

Switch

object associated with the T-Server

Application

object does not have all the necessary

objects configured.

Solution: Create the

objects. For more information, see the Deployment

Guide for your particular T-Server.

ICON Does Not Receive Call-Related Events from T-Server

Possible causes of this problem are as follows:

•

ICON was not restarted after changes were made on the ICON

Application object’s

Connections

tab.

156 Interaction Concentrator 8.0

Chapter 7: Troubleshooting ICON Installation and Deployments Runtime Problems

Solution: Stop ICON, then restart. For more information, see “Starting and

Stopping Interaction Concentrator” on page 83 .

•

ICON was not restarted after a backup instance was configured of a

T-Server to which Interaction Concentrator has a connection configured on the

Connections

tab.

Solution: Stop ICON, then restart. For more information, see “Starting and

Stopping Interaction Concentrator” on page 83 .

•

There is no connection between the ICON

Application

object and

T-Server. See “No Connection to T-Server or Interaction Server” on page 156

ICON Does Not Write Information to the Database

Possible causes of this problem are as follows:

•

The database parameters are incorrectly specified on the DAP

Application object. These parameters include the user name and password.

Solution: Specify the correct values on the DAP

Application

object’s

Info

tab, then restart ICON. For more information, see “Configuring a

DAP” on page 58 .

•

DB Server is not running, or it is inaccessible over the network.

Solution: Start DB Server or re-establish the network connection.

•

The RDBMS server is not available, or the IDB to which DB Server is trying to connect is not available.

Solution: Take the necessary steps to make the database server and database available.

•

The DAP

Application

object has been configured for a role that prevents it from writing certain classes of information to the database.

Solution: Reconfigure the role

option for the DAP

Application

object.

Restart ICON. For more information about configuring a DAP, see

“Configuring a DAP” on page 58

, and the description of the role

option on

page 151

•

IDB has not been initialized by the Interaction Concentrator initialization scripts.

Solution: Run the Interaction Concentrator initialization scripts. For more

information, see “Creating IDB” on page 54

•

ICON was not restarted after changes were made on the ICON

Application object’s

Connections

tab.

Solution: Stop ICON, then restart. For more information, see “Starting and

Stopping Interaction Concentrator” on page 83 .

•

ICON was not restarted after a backup instance was configured of a

T-Server to which Interaction Concentrator has a connection configured on the

Connections

tab.

Deployment Guide 157

Chapter 7: Troubleshooting ICON Installation and Deployments Runtime Problems

Solution: Stop ICON, then restart it. For more information, see “Starting and Stopping Interaction Concentrator” on page 83 .

•

Records are accumulating in the in-memory queue and are not being written to IDB.

Solution: This might not be a problem. Configuration options control whether a size threshold or timeout triggers the transfer of records from the in-memory queue to the persistent queue, from which the records are then written to IDB. Wait for the event that triggers the transfer, and re-evaluate your configuration as necessary. For more information about in-memory queue configuration options, refer to the option descriptions starting on

page 105

•

The program logic consistently produces an error because of incorrect

RDBMS settings. For example, there may be insufficient free space available on the RDBMS for data storage, or the rollback segment may be too small.

Solution: Review the error messages reported in the ICON log file. If you have configured an HTTP Listener, you can also view the error messages on the Database Writer performance counter web page (for more information, refer to the chapter about monitoring ICON performance in the Interaction Concentrator 8.0 User’s Guide). Provide the appropriate fix on the RDBMS side. For example, if the error messages cite no free space available for data storage, increase the table space.

If the error was entirely related to the RDBMS problem, you do not need to restart ICON or perform any manipulation of the persistent queue (

.pq

file). However, if the

.pq

file has become corrupted and there are additional errors in the program logic, you must replace the

.pq

file (see the problem

about a corrupted persistent queue file on page 155 ).

ICON Has Lost Synchronization with the Configuration

Database

There are a number of reasons why ICON might lose synchronization with the

Configuration Database, especially following a shutdown of ICON.

Loss of synchronization has the following impact on IDB:

•

ICON fails to capture data about configuration objects created while ICON was stopped.

•

ICON does not mark configuration data as deleted in cases where the applicable configuration objects were deleted while ICON was stopped.

•

ICON fails to capture changes in associations between objects (while it is stopped).

Solution: If you suspect that your configuration data in IDB is inconsistent with Configuration Database, perform a manual resynchronization. See the

158 Interaction Concentrator 8.0

Chapter 7: Troubleshooting ICON Installation and Deployments Merge Procedure Problems chapter about resynchronizing configuration data in the Interaction

Concentrator 8.0 User’s Guide.

ICON Does Not Function Correctly

Possible causes of this problem are as follows:

•

A connection configured on the

Connections

tab of the ICON Application was removed or changed while ICON was operating.

Solution: Stop ICON. Verify that the connections that have been configured on the

Connections

tab of the ICON

Application

object are as required for the deployment, then restart ICON. For more information

about configuring connections, see Procedure: Configuring an ICON application object ,

Step 10 on page 50

Merge Procedure Problems

The most common problems encountered in executing the merge procedure

( gsysIRMerge

or gsysIRMerge2

) are as follows:

•

The procedure fails to complete (see “Merge Procedure Does Not

Complete Successfully” below).

•

The procedure does not execute (see “Merge Procedure Does Not Execute” on page 160 ).

•

Merge procedure performance is slow or constantly aborts (see “Merge

Procedure Performance Is Slow or Unstable” on page 161 ).

For more information about the merge procedure, see the chapter about stored procedures in the Interaction Concentrator 8.0 User’s Guide.

Merge Procedure Does Not Complete Successfully

In general, the most likely reason the merge procedure fails is an inconsistency in IDB. The database inconsistency might be introduced by ICON, by the downstream reporting application, through manual intervention, or in some other way. For example, if ICON writes a duplicate

G_IS_LINK

record while the merge procedure is executing, the RDBMS might report a primary key violation. Describing the possible causes of this problem in detail is beyond the scope of this document.

The following tables store information about the state of the merge procedure:

• GSYS_PENDING_IR

• GSYS_PENDING_LINK

• GSYS_SYSPROCINFO

Solution: Review the error messages reported in the ICON log file, and take appropriate action to resolve the cause of the failure. You might also have to

Deployment Guide 159

Chapter 7: Troubleshooting ICON Installation and Deployments Merge Procedure Problems

reset the merge procedure so that it recovers from its failed state (see “Merge

Procedure Recovery”

). Then restart the merge procedure.

Merge Procedure Recovery

Starting with release 8.0, Interaction Concentrator provides a stored procedure, gsysIRMergeReset

, to simplify the steps to reset the merge procedure to recover from a failed state. Certain error conditions could be resolved by invoking the gsysIRMergeReset

stored procedure that resets the merge procedure.

To invoke the procedure, use an SQL statement like the following (the exactsyntax depends on the RDBMS):

EXEC gsysIRMergeReset

Note:

Under some circumstances, merge procedure recovery is not required.

For example, the merge procedure may fail to complete successfully as a result of a deadlock condition. In this case, no special action is required other than to run the merge procedure again.

Merge Procedure Does Not Execute

Possible causes of this problem are as follows:

•

The stored procedure was called incorrectly.

Solution: Verify the syntax of the call to execute gsysIRMerge

or gsysIRMerge2

, and correct the execution command as required. For more information, see the chapter about stored procedures in the Interaction

Concentrator 8.0 User’s Guide.

•

There is an error in the database or in database performance that is not specifically related to the merge procedure or to ICON—for example, insufficient disk space or insufficient privileges.

Solution: Review the error messages reported in the ICON log file.

Provide the appropriate fix that the RDBMS requires, then restart the merge procedure.

The database error might be related to an inconsistency in IDB, in the sense that it was exposed or induced by an inconsistency in IDB, or resulted in an inconsistency in IDB. In these cases, reset the merge procedure (see

“Merge Procedure Recovery”

above), then restart the merge procedure. If the merge procedure still fails to execute, contact Genesys

Technical Support.

160 Interaction Concentrator 8.0

Chapter 7: Troubleshooting ICON Installation and Deployments Merge Procedure Problems

Merge Procedure Performance Is Slow or Unstable

Possible causes of this problem are as follows:

•

On a DB2 platform, default values of certain database parameters result in an excessive number of deadlocks.

Solution: Significantly increase the values of the

LOCKLIST

and

MAXLOCKS database configuration parameters.

Alternatively, execute

ALTER TABLE...LOCKSIZE TABLE

statements against the

G_IR, G_CALL,

and

G_IS_LINK

tables.

•

On a Microsoft SQL platform, in large-scale deployments, default values of certain merge procedure parameters are not optimal.

Solution: Significantly increase the values of the step

and limit parameters in the

G_DB_PARAMETERS

table. For more information, see the note for large-scale deployments using Microsoft SQL, in the chapter about stored procedures in the Interaction Concentrator 8.0 User’s Guide.

•

There is an inconsistency in IDB that does not cause the merge procedure to fail, but that significantly interferes with merge procedure performance.

Solution: Reset the merge procedure (see “Merge Procedure Recovery” on page 160

), then restart the merge procedure. If the problem persists, review database settings and try general database tuning adjustments. If the problem still persists, contact Genesys Technical Support.

Deployment Guide 161

Chapter 7: Troubleshooting ICON Installation and Deployments Merge Procedure Problems

162 Interaction Concentrator 8.0

Appendix

Attached Data

Specification File

This appendix presents the XML schema definition for processing key-value pairs (KVPs) from the attached data that T-Server or, if applicable, Interaction

Server provides with TEvents. If you require ICON to store attached data in

IDB, create an attached data specification for ICON to use, based on the information in this appendix.



This appendix contains the following sections:

Schema Definition, page 163

Sample Basic Attached Data Specification, page 165

Sample Specification for Multimedia Attached Data, page 167

Sample Specification for Customized Attached Data, page 169

Schema Definition

The following is the XML schema definition for your attached data specification.

<?xml version="1.0" encoding="UTF-8" ?>

<xsd:schema targetNamespace="http://www.genesyslab.com/standards/icon/ed1" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:icon="http://www.genesyslab.com/standards/icon/ed1" elementFormDefault="qualified" attributeFormDefault="unqualified">

<xsd:annotation>

<xsd:documentation>Attached data configuration specification</xsd:documentation>

</xsd:annotation>

<xsd:simpleType name="AdataHistoryType">

<xsd:restriction base="xsd:string">

<xsd:enumeration value="none" />

Deployment Guide 163

Appendix A: Attached Data Specification File

<xsd:enumeration value="first" />

<xsd:enumeration value="last" />

<xsd:enumeration value="all" />

</xsd:restriction>

</xsd:simpleType>

<xsd:simpleType name="AdataCallHistoryType">

<xsd:restriction base="xsd:string">

<xsd:enumeration value="first" />

<xsd:enumeration value="last" />

</xsd:restriction>

</xsd:simpleType>

<xsd:simpleType name="AdataCallFieldType">

<xsd:restriction base="xsd:string">

<xsd:enumeration value="customer-segment" />

<xsd:enumeration value="service-type" />

<xsd:enumeration value="service-subtype" />

<xsd:enumeration value="busines-result" />

<xsd:enumeration value="customer-id" />

<xsd:enumeration value="transaction-id" />

<xsd:enumeration value="cause-id" />

<xsd:enumeration value="account-id" />

<xsd:enumeration value="destination-id" />

<xsd:enumeration value="target-id" />

</xsd:restriction>

</xsd:simpleType>

<xsd:simpleType name="AdataCallCustFieldType">

<xsd:restriction base="xsd:string">

<xsd:enumeration value="cust-data-1" />

<xsd:enumeration value="cust-data-2" />

<xsd:enumeration value="cust-data-3" />

<xsd:enumeration value="cust-data-4" />

<xsd:enumeration value="cust-data-5" />

<xsd:enumeration value="cust-data-6" />

<xsd:enumeration value="cust-data-7" />

<xsd:enumeration value="cust-data-8" />

<xsd:enumeration value="cust-data-10" />

<xsd:enumeration value="cust-data-11" />

<xsd:enumeration value="cust-data-12" />

<xsd:enumeration value="cust-data-13" />

<xsd:enumeration value="cust-data-14" />

<xsd:enumeration value="cust-data-15" />

<xsd:enumeration value="cust-data-16" />

<xsd:enumeration value="cust-data-17" />

<xsd:enumeration value="cust-data-18" />

<xsd:enumeration value="cust-data-19" />

</xsd:restriction>

</xsd:simpleType>

<xsd:complexType name="AdataHistoryRecord">

164

Schema Definition

Interaction Concentrator 8.0

Appendix A: Attached Data Specification File Sample Basic Attached Data Specification

<xsd:attribute name="name" type="xsd:string" />

<xsd:attribute name="source" type="icon:AdataSource" />

<xsd:attribute name="history" type="icon:AdataHistoryType" />

</xsd:complexType>

<xsd:complexType name="AdataCallRecord">

<xsd:attribute name="name" type="xsd:string" />

<xsd:attribute name="source" type="icon:AdataSource" />

<xsd:attribute name="history" type="icon:AdataCallHistoryType" />

<xsd:attribute name="field" type="icon:AdataCallFieldType" />

</xsd:complexType>

<xsd:complexType name="AdataCallCustRecord">

<xsd:attribute name="name" type="xsd:string" />

<xsd:attribute name="source" type="icon:AdataSource" />

<xsd:attribute name="history" type="icon:AdataCallHistoryType" />

<xsd:attribute name="field" type="icon:AdataCallCustFieldType" />

</xsd:complexType>

<xsd:element name="adata_spec">

<xsd:complexType>

<xsd:sequence>

<xsd:element name="public" type="icon:AdataHistoryRecord" />

<xsd:element name="secure" type="icon:AdataHistoryRecord" />

<xsd:element name="call" type="icon:AdataCallRecord" />

<xsd:element name="call-cust" type="icon:AdataCallCustRecord" />

<xsd:element name="call-cust1" type="icon:AdataCallCustRecord" />

<xsd:element name="call-cust2" type="icon:AdataCallCustRecord" />

</xsd:sequence>

</xsd:complexType>

</xsd:element>

</xsd:schema>

Sample Basic Attached Data Specification

The following is an example of a basic adata_spec.xml

file for voice and multimedia interactions. A similar sample file, ccon_adata_spec_example.xml, is available in your ICON installation folder after you install the application.

Attached data that you specify in the

and

storage type sections of the specification file applies to all interactions. Attached data that you specify in the

<call>

and

<call-cust>

sections applies to voice calls only.

For additional modifications to capture multimedia-specific attached data, see

“Sample Specification for Multimedia Attached Data” on page 167 .

This sample includes examples of keys in a nested key-value list (in this case, attached data from Universal Routing Server [URS]). For more information

about specifying URS attached data, see “Universal Routing Server Attached

Data” on page 70 .

Deployment Guide 165

Appendix A: Attached Data Specification File Sample Basic Attached Data Specification

Important!

<?xml version="1.0" encoding="utf-8" ?>

<adata_spec>

</public>

</secure>

<call>

<key name = "customer-segment" source="userdata" history

="first" field="customer-segment"/>

<key name = "transact_tn_final" source="userdata" history

="first" field="transaction-id"/>

</call>

<call-cust>

</call-cust>

<call-cust1>

</call-cust1>

<call-cust2>

</call-cust2>

</adata_spec>

Note:

ICON ignores duplicate keys. Only the first occurrence of a key name will be used to update the applicable database table.

In the following example, only the cust_data_2

field in the

G_CALL_USERDATA_CUST

table will be populated by the value corresponding to

166 Interaction Concentrator 8.0

Appendix A: Attached Data Specification File Sample Specification for Multimedia Attached Data key name = customer-segment

(if it is present in userdata

). The field cust_data_2

in table

G_CALL_USERDATA_CUST1

will not be updated.

Example

<call-cust>

</call-cust>

<call-cust1>

</call-cust1>

Sample Specification for Multimedia

Attached Data

The following is an example of an adata_spec.xml

file that has been modified to capture multimedia-specific attached data. A similar sample file, ccon_adata_spec_mcr_example.xml,

is available in your ICON installation folder after you install the application.

With this attached data specification, values for the following predefined and customer-defined keys and attributes will be stored in IDB in the

GM_F_USERDATA

or the

GM_L_USERDATA

table.

The

GM_F_USERDATA

table

The following user data key names and event attributes are always stored whether or not they are defined explicitly in the XML file.

<mcr-f>

Deployment Guide 167

Appendix A: Attached Data Specification File Sample Specification for Multimedia Attached Data

</ mcr-f>

You can use the XML to define four additional keys that will be stored in the

GM_F_USERDATA

table. For example, you might define keys similar to the following ones:

<key name = "Custom Key Name - 1" source="userdata" history

="first" field="mcr-reserved-1"/>

<key name = "Custom Key Name - 4" source="userdata" history

="first" field="mcr-reserved-4"/>

Sample adata_spec.xml

File

The

GM_L_USERDATA

table

The following user data key names are always stored whether or not they are defined explicitly in the XML file.

<key name = "SuggestedResponseID" source="userdata" history

="last" field="mcr-suggested-response"/>



Predefined event attribute: attr_reason_system_name

Customer-defined keys:

SuggestedResponseID, AutoResponseID,

AutoACKID

For information about the IDB fields in which the values will be stored, see

Table 7 on page 68 .

In the

GM_F_USERADATA

section of the sample adata_spec.xml

file that follows, the

FromPersonal

Subject

, and

Origination_Source

key names are defined, though they would appear in the table in any case. The

CalledBack

key name is user-defined and would not appear without the explicit definition. The event attributes are also pre-defined.

In the

GM_L_USERGDATA

table section, all of the key names are ones that are also predefined.

<?xml version="1.0" encoding="utf-8" ?>

<adata_spec>

<mcr-f>

168 Interaction Concentrator 8.0

Appendix A: Attached Data Specification File Sample Specification for Customized Attached Data

<key name = "Origination_Source" source="userdata" history

="first" field="mcr-origin-source"/>

</ mcr-f>

<mcr-l>

<key name = "SuggestedResponseID" source="userdata" history

="last" field=" mcr-suggested-response "/>

</ mcr-l>

</adata_spec>

Sample Specification for Customized

Attached Data

The following is an example of an adata_spec.xml

file that has been modified for customized attached data processing.

You must create a custom dispatcher stored procedure to process the custom attached data. For an example of the script to create a custom dispatcher stored

procedure, see Appendix B on page 171 .

<?xml version="1.0" encoding="utf-8" ?>

<adata_spec>

<cust-disp-group-1>

...

Deployment Guide 169

Appendix A: Attached Data Specification File Sample Specification for Customized Attached Data

...

</cust-disp-group-1>

<cust-disp-group-2>

...

...

</cust-disp-group-2>

...

<cust-disp-group-16>

...

...

</cust-disp-group-16>

</adata_spec>

170 Interaction Concentrator 8.0

Appendix

Sample Script for Custom

Attached Data

This appendix presents a sample SQL script to create a custom dispatcher stored procedure— gudCustDISP1

or gudCustDISP2

—and a custom attached data storage table in your Interaction Database (IDB) schema.

The sample script in this appendix is for Microsoft SQL Server (MSSQL).

After you install the Interaction Concentrator (ICON) application, sample scripts for each supported RDBMS type—

SampleProc_<db_type>.sql

—are available in the scripts

subfolder in the directory to which you installed the application.

Note:

Carefully verify the syntax and operation of your modified gudCustDISP1

or gudCustDISP2

stored procedure. Any types of errors or

RDBMS violations that the custom dispatcher stored procedure produces can affect ICON processing of all other attached data for voice calls and multimedia interactions.

The following MSSQL sample script illustrates how you can create a custom attached data storage table (

G_SAMPLE_CUST_ADATA

) and modify the gudCustDISP1

or gudCustDISP2

stored procedure in the

CoreProcedures_<db_type>.sql

script. The modified stored procedure stores arguments in the

G_SAMPLE_CUST_ADATA

table.

Sample Custom

Dispatcher

/*==============================================================*/

/* Table: G_SAMPLE_CUST_ADATA */

/*==============================================================*/ create table G_SAMPLE_CUST_ADATA (

ID numeric(16) identity,

CALLID varchar(50) not null,

CALL_TS int not null,

SWITCH_ID int not null,

Deployment Guide 171

Appendix B: Sample Script for Custom Attached Data

TENANT_ID int not null,

C_INT_1 int null,

C_INT_2 int null,

...

C_INT_34 int null,

C_STR_1 varchar(10) null,

C_STR_2 varchar(10) null,

...

C_STR_34 varchar(10) null,

GSYS_DOMAIN int null,

GSYS_PARTITION int null,

GSYS_SYS_ID int null,

GSYS_SEQ bigint null,

GSYS_USEQ bigint null,

GSYS_TS datetime null,

GSYS_TC int null,

GSYS_EXT_VCH1 varchar(255) null,

GSYS_EXT_VCH2 varchar(255) null,

GSYS_EXT_INT1 int null,

GSYS_EXT_INT2 int null,

constraint PK_G_SAMPLE_CUST_ADATA primary key (ID)

) go

/*==============================================================*/

/* Index: IDX_G_SAMPLE_CDATA_TS */

/*==============================================================*/ create index IDX_G_SAMPLE_CDATA_TS on G_SAMPLE_CUST_ADATA (

CALL_TS ASC

) go

-- ============================================================= --

-- Name: -- gudCustDISP1 --

-- Group: User data related procedures

-- Brief: -- gudCustDISP DISPATCH --

-- ============================================================= --

DROP PROCEDURE gudCustDISP1 go

CREATE PROCEDURE gudCustDISP1

@GROUPID INTEGER,

@CALLID VARCHAR(64),

@P_CALL_TS INTEGER,

@SWITCHID INTEGER,

@TENANTID INTEGER,

@TS_S INTEGER,

@TS_MS INTEGER,

@P_STR_1 VARCHAR(255),

@P_STR_2 VARCHAR(255),

...

172 Interaction Concentrator 8.0

Appendix B: Sample Script for Custom Attached Data

@P_STR_17 VARCHAR(255),

@P_INT_1 INTEGER,

@P_INT_2 INTEGER,

...

@P_INT_17 INTEGER,

@P_STR_RES1 VARCHAR(255),

@P_STR_RES2 VARCHAR(255),

@P_STR_RES3 VARCHAR(64),

@P_STR_RES4 VARCHAR(255),

@P_INT_RES1 INTEGER,

...

@P_INT_RES7 INTEGER,

@DOMAIN INTEGER,

@PARTITION INTEGER,

@SYS_ID INTEGER,

@SYS_SEQN NUMERIC(20,0),

@SYS_TS DATETIME

BEGIN

-- Insert first portion in the long table --

IF (@GROUPID = 1)

BEGIN

INSERT INTO G_SAMPLE_CUST_ADATA(

CALLID,

CALL_TS,

SWITCH_ID,

TENANT_ID,

C_INT_1,

C_INT_2,

...

C_INT_17,

C_STR_1,

C_STR_2,

...

C_STR_17,

GSYS_DOMAIN,

GSYS_PARTITION,

GSYS_SYS_ID,

GSYS_SEQ,

GSYS_USEQ,

GSYS_TS)

VALUES (

@CALLID,

@P_CALL_TS,

@SWITCHID,

@TENANTID,

@P_INT_1,

@P_INT_2,

...

@P_INT_17,

Deployment Guide 173

Appendix B: Sample Script for Custom Attached Data

@P_STR_1,

@P_STR_2,

...

@P_STR_17,

@DOMAIN,

@PARTITION,

@SYS_ID,

@SYS_SEQN,

@SYS_TS)

END

-- Update record and specify more fields --

ELSE

IF (@GROUPID = 2)

BEGIN

UPDATE G_SAMPLE_CUST_ADATA SET

C_INT_18 = @P_INT_1,

...

C_INT_34 = @P_INT_17,

C_STR_18 = @P_STR_1,

C_STR_19 = @P_STR_2,

...

C_STR_34 = @P_STR_17,

GSYS_USEQ = @SYS_SEQN

WHERE CALLID = @CALLID AND CALL_TS = @P_CALL_TS

END

END go

174 Interaction Concentrator 8.0

Supplements

Resources

The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.

Interaction Concentrator

•

The Interaction Concentrator 8.0 User’s Guide, which will help you learn more about Interaction Concentrator functionality, including IDB architecture, models used in Interaction Concentrator, attached data processing, available stored procedures, and integration with other

Genesys products.

•

The Interaction Concentrator 8.0 Physical Data Model for your relational database management system (RDBMS) type, which will help you learn about IDB tables and their relationships.

•

The Interaction Concentrator 8.0 Database Size Estimator, which will help you estimate the size of your IDB when you are planning your deployment. The estimator is a Microsoft Excel spreadsheet available from the Genesys Technical Support website.

Optional Supplementary Products

•

The documentation set for Genesys Info Mart release 8.0, if you intend to use Interaction Concentrator as a source of data for Genesys Info Mart.

•

The documentation set for Genesys Outbound Contact release 8.0, if you intend to store outbound-related data in IDB.

•

The documentation set for Genesys Universal Routing release 8.0, if you intend to store information about virtual queue usage in interaction processing in IDB.

•

The documentation set for Genesys eServices/Multimedia release 8.0, if you intend to store interaction-related and related data about multimedia interactions in IDB.

Deployment Guide 175

Genesys

•

Genesys Technical Publications Glossary, which ships on the Genesys

Documentation Library DVD and which provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this document.

•

Genesys Migration Guide, which ships on the Genesys Documentation

Library DVD, and which provides documented migration strategies for

Genesys product releases. Contact Genesys Technical Support for more information.

•

Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support

Information about supported hardware and third-party software is available on the Genesys Technical Support website in the following documents:

•

Genesys Supported Operating Environment Reference Manual

•

Genesys Supported Media Interfaces Reference Manual

Consult these additional resources as necessary:

•

Genesys Hardware Sizing Guide, which contains information about recommended hardware architectures and additional information related to database size estimation for Genesys 8.x releases.

•

Genesys 8.0 Combined Log Events Help, which describes the log events generated by every Genesys server application, including Interaction

Concentrator.

For additional system-wide planning tools and information, see the release-specific listings of System Level Documents on the Genesys Technical

Support website, accessible from the system level documents by release

tab in the Knowledge Base

Browse Documents

Section.

Genesys product documentation is available on the:

•

Genesys Technical Support website at http://genesyslab.com/support

•

Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]

176 Interaction Concentrator 8.0

Document Conventions

This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.

Document Version Number

A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:

80icon_dep_12-2009_v8.0.001.00

You will need this number when you are talking with Genesys Technical

Support about this product.

Screen Captures Used in This Document

Screen captures from the product graphical user interface (GUI), as used in this document, may sometimes contain minor spelling, capitalization, or grammatical errors. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.

Type Styles

Table 21

describes and illustrates the type conventions that are used in this document.

Table 21: Type Styles

Type Style Used For

Italic • Document titles

• Emphasis

• Definitions of (or first references to) unfamiliar terms

• Mathematical variables

Also used to indicate placeholder text within code samples or commands, in the special case where angle brackets are a required part of the syntax (see the note about angle brackets on

page 178

Examples

Please consult the Genesys Migration

Guide for more information.

Do not use this value for this option.

A customary and usual practice is one that is widely accepted and used within a particular industry or profession.

The formula, x +1 = 7 where x stands for . . .

Deployment Guide 177

Document Conventions

Table 21: Type Styles (Continued)

Type Style Used For

Angle brackets

(< >)

A placeholder for a value that the user must specify. This might be a DN or a port number specific to your enterprise.

Note: In some cases, angle brackets are required characters in code syntax (for example, in XML schemas). In these cases, italic text is used for placeholder values.

Examples

Monospace font

(Looks like teletype

or typewriter text

)

All programming identifiers and GUI elements. This convention includes:

• The names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages.

• The values of options.

• Logical arguments and command syntax.

• Code samples.

Also used for any text that users must manually enter during a configuration or installation procedure, or on a command line.

Select the

Show variables on screen check box.

In the

Operand

text box, enter your formula.

Click

to exit the

Properties

dialog box.

T-Server distributes the error messages in

EventError

events.

If you select true

for the inbound-bsns-calls

option, all established inbound calls on a local agent are considered business calls.

Enter exit

on the command line.

Square brackets ([ ])

A particular parameter or value that is optional within a logical argument, a command, or some programming syntax. That is, the presence of the parameter or value is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information.

smcp_server -host [/flags] smcp_server -host <confighost>

178 Interaction Concentrator 8.0

Index

Symbols

[] (square brackets)

. . . . . . . . . . . . . . 178

< > (angle brackets)

. . . . . . . . . . . . . 178

Numerics

3rd Party Media configuration options

. . . . . . . . . . . 108

configuring for

. . . . . . . . . . . . . . . . 64

A acc-proc-tout option

. . . . . . . . . . . . . 105

acc-queue-lifespan option

. . . . . . . . . . 105

acc-queue-size option

. . . . . . . . . . . . 106

accumulator

See in-memory queue

acd-party-history option

. . . . . . . . . . . 126

acd-party-metrics option

. . . . . . . . . . . 126

adata_spec.xml file

See attached data specification file

adata-default-storage option

. . . . . . . .65

adata-extensions-history option

. . . . . .65

adata-reasons-history option

. . . . . . . .65

adata-spec-name option

. . . . . . . . . .65

adata-userdata-history option

. . . . . . 65

. . . . . . . . . . . . . 50

ADDP for Configuration Server connection

. . . . . 50

for OCS connection

for T-Server connection

. . . . . . . . . . . 50

Advanced Disconnect Detection Protocol

See ADDP

agent desktop application

. . . . . . . . . . 75

agent metrics configuration options

. . . .95

. . . . . . . . . . . . 97

agent states configuration options

custom

. . . . . . . . . . . . . . . . . . . . 29

agent-pstorage-name option

. . . . . . . . . 112

AgentRecordUserTypes option

. . . . . . 75

120

AgentUserFields option

. . . . . . . . . 75

121

angle brackets

. . . . . . . . . . . . . . . . 178

application template, importing

. . . . . . . .47

architecture, of Interaction Concentrator

. . . .13

assigning roles

. . . . . . . . . . . . . . . . .27

attached data and predefined IDB fields

. . . . . . . . . . 67

configuration options

. . . . . . . . . 98

–

. . . . . . . . . . . . . . . . . . 65

configuring ICON to store

. . . . . . . . . . 64

custom storage table, sample script

. . . 171

from Universal Routing Server

. . . . . . . 70

mapping key-value pairs

. . . . . . . . . . 64

attached data specification file and URS attached data

. . . . . . . . 70

165

name

nested key-value list

. . . . . . . . . . . 165

sample for customized attached data

. . . 169

sample for multimedia

. . . . . . . . . . 167

sample for voice calls

. . . . . . . . . . . 165

XML schema definition

. . . . . . . . . . . 65

attributes, for XML schema definition

. . . . .66

audience, for document

. . . . . . . . . . . .10

B brackets angle

. . . . . . . . . . . . . . . . . . . 178

square

. . . . . . . . . . . . . . . . . . . 178

Call Concentrator

. . . . . . . . . . . . . . .94

Call Concentrator application type

. . 46

154

call data synchronization options

. . . . . . . . . . 117

call identifier, globally unique

. . . . . . . . .28

callconcentrator configuration section

DAP

. . . . . . . . . . . . . . . . . . . . 150

ICON

. . . . . . . . . . . . . . . . . .94

. . . . . . . . . . . . . . . . . . . 149

119

script

Deployment Guide 179

Index call-deletion-timeout option

. . . . . . . . . . 138

call-history option

. . . . . . . . . . . . . . . 126

call-metrics option

. . . . . . . . . . . . . . 127

calls-in-the-past option

. . . . . . . . . . . . 106

ccon_adata_spec.xml

See attached data specification file

character encoding, multi-byte

. . . . . . . . 30

commenting on this document

. . . . . . . . 10

configuration option sections

<http-connection>

. . . . . . . . . . . . . 133

callconcentrator (DAP)

. . . . . . . . . . 150

callconcentrator (ICON)

. . . . . . . . . . . 94

callconcentrator (script)

. . . . . . . . . . 149

custom-states

. . . . . . . . . . . . . . . 120

dbw-error-reactions

. . . . . . . . . . . . 123

filter-data

. . . . . . . . . . . . . . . . . 125

gts (DN)

. . . . . . . . . . . . . . . . . . 147

gts (switch)

. . . . . . . . . . . . . . . . 138

listeners

. . . . . . . . . . . . . . . . . . 132

log

. . . . . . . . . . . . . . . . . . . . . 134

configuration options

<error-name>

. . . . . . . . . . . . . . . 124

<http-connection>

. . . . . . . . . . . . . 133

3rd Party Media

. . . . . . . . . . . . . . 108

acc-proc-tout

. . . . . . . . . . . . . . . 105

acc-queue-lifespan

. . . . . . . . . . . . 105

acc-queue-size

. . . . . . . . . . . . . . 106

acd-party-history

. . . . . . . . . . . . . . 126

acd-party-metrics

. . . . . . . . . . . . . 126

adata-default-storage

. . . . . . . . . . 65

adata-extensions-history

. . . . . . . . 65

adata-reasons-history

. . . . . . . . . . 65

adata-spec-name

. . . . . . . . . . . . 65

adata-userdata-history

. . . . . . . . 65

. . . . . . . . . . . 112

agent-pstorage-name

AgentRecordUserTypes

. . . . . . . . . . 120

AgentUserFields

. . . . . . . . . . . . . . 121

call-deletion-timeout

. . . . . . . . . . . . 138

call-history

. . . . . . . . . . . . . . . . . 126

call-metrics

. . . . . . . . . . . . . . . . 127

calls-in-the-past

. . . . . . . . . . . . . . 106

db-schema-name

. . . . . . . . . . . . . 105

dbw-request-tout

. . . . . . . . . . . . . 101

dbw-seq-step

. . . . . . . . . . . . . . . 102

dbw-seq-tout

. . . . . . . . . . . . . . . . 103

delivered-flag

. . . . . . . . . . . . . . . 138

emulate-event-queued

. . . . . . . . . . 147

emulate-event-queued-extrp

. . . . . . . 139

emulate-event-queued-rp

. . . . . . . . . 139

emulate-event-queued-rq

. . . . . . . . . 139

EventData

. . . . . . . . . . . . . . . . . 121

extended-route-result

. . . . . . . . . . . 119

external-party

. . . . . . . . . . . . . . . 127

fix-time-stamps

. . . . . . . . . . . . . . 140

for agent metrics

. . . . . . . . . . . . . 95

. . . . . . . . . . . . . . . 97

for agent states

for attached data

. . . . . . . . . . . 98

–

. . . . . . . . . . . . . . 75

for custom dispatchers

. . . . . . . . . . 101

for custom states

for customized attached data

. . . . . . . . 65

for database writing

. . . . . . . . . . 101

–

103

for filtering data

. . . . . . . . . . . . 126

–

132

for HTTP listening port

. . . . . . . . . . 134

for in-memory queue

. . . . . . . . . 105

–

106

for logging

. . . . . . . . . . . . . . . 135

–

137

for multimedia

. . . . . . . . . . . . . 106

–

108

for operational memory

. . . . . . . . 108

–

109

for Outbound Contact

. . . . . . . . . . . . 80

for outbound metrics

. . . . . . . . . 110

111

for performance counter pages

. . . . . . 132

for persistent queue

. . . . . . . . . . 112

114

for scenario recognition

. . . . . . . . . . 115

for synchronization

. . . . . . . . . . 116

. . . . . . . . . . . . . 119

117

for virtual queues

for voice attached data

. . . . . . . . . . . 65

gcti-mode-monitoring

. . . . . . . . . . . 115

GlobalData

. . . . . . . . . . . . . . . . 122

gls-active-reason-codes

. . . . . . . . . . 97

gls-acw-first

. . . . . . . . . . . . . . 95

140

gls-all

. . . . . . . . . . . . . . . . . . . 128

gls-associations-rule

. . . . . . . . . . . 141

gls-flag-on-disconnect

. . . . . . . . . . 143

gls-ivr

. . . . . . . . . . . . . . . . . . . 129

gls-max-duration

. . . . . . . . . . . . . 144

gls-max-inactivity

. . . . . . . . . . . . . 144

gls-metrics

. . . . . . . . . . . . . . . . 129

gls-no-person

. . . . . . . . . . . . . . . 130

gls-queue

. . . . . . . . . . . . . . . . . 130

gls-stats-update

. . . . . . . . . . . . . . . 96

gls-stats-update-delta

. . . . . . . . . . . . 96

gls-store-event-seq

. . . . . . . . . . . . . 97

gls-use-ts-id

. . . . . . . . . . . . . . . . 145

gls-wm

. . . . . . . . . . . . . . . . . . 131

gos-write-duplicate-metrics

. . . . . . . . 110

gos-write-metrics

. . . . . . . . . . . . . 110

gos-write-metrics-only

. . . . . . . . . . 111

gud-cust-disp

. . . . . . . . . . . . . 65

gud-cust-disp-groups

. . . . . . . . . 65

. . . . . . . . . . . . . . . . . . 131

ir-history

ivr

. . . . . . . . . . . . . . . . . . . . . 148

load-balancing-on-ntwk-switch

. . . . 25

145

mcr-om-processing

. . . . . . . . . . . . 108

min-tsync-roundtrip

. . . . . . . . . . . . 145

monitor

. . . . . . . . . . . . . . . . 74

. . . . . . . . . . . . . . 131

observer-party

om-activity-report

. . . . . . . . . . . . . 150

om-check-filter-flag

. . . . . . . . . . . . 108

om-force-adata

. . . . . . . . . . . . . . 107

om-max-in-memory

. . . . . . . . . . . . 109

om-memory-clean

. . . . . . . . . . . . . 149

om-memory-optimization

. . . . . . . . . 109

partition-type

. . . . . . . . . . . . . . . 111

180 Interaction Concentrator 8.0

Index port

. . . . . . . . . . . . . . . . . . . . 134

pq-backlog-alarm-threshold

. . . . . . . . 112

pq-backlog-clearance-threshold

. . . . . . 113

pq-dbname

. . . . . . . . . . . . . . . . 113

pq-purge-number

. . . . . . . . . . . . . 114

pq-startup-check

. . . . . . . . . . . . . . 114

protocol

. . . . . . . . . . . . . . . . . . 134

report_reasons

. . . . . . . . . . . . . 40

report_targets

. . . . . . . . . . . . . . 40

role

. . . . . . . . . . . . . . . . . .104

151

sst-options

. . . . . . . . . . . . . . . . . 146

start-cfg-sync

. . . . . . . . . . . . . . . 116

store-event-data

. . . . . . . . . . . . . . 123

store-releasing-party

. . . . . . . . . . . 115

support-dn-type-5

. . . . . . . . . . . 74

suppress-user-data

. . . . . . . . . .100

. . . . . . . . . . . . . 117

sync-call-data-limit

transport

. . . . . . . . . . . . . . . . . . 134

tsync-threshold

. . . . . . . . . . . . . . 117

udata-history-terminated

. . . . . . . . . 132

use-dss-monitor

. . . . . . . . . . . . . . 118

vq-write-mode

. . . . . . . . . . . . . . . 119

x-conn-debug-open

. . . . . . . . . . . . 135

x-conn-debug-select

. . . . . . . . . . . . 135

x-conn-debug-timers

. . . . . . . . . . . 135

x-conn-debug-write

. . . . . . . . . . . . 135

x-print-attached-data

. . . . . . . . . . . 136

x-server-config-trace-level

. . . . . . . . . 136

x-server-dbw-trace-level

. . . . . . . . . . 136

x-server-debug-level

. . . . . . . . . . . . 136

x-server-gcti-trace-level

. . . . . . . . . . 137

x-server-trace-level

. . . . . . . . . . . . 137

configuration options for network load balancing mode

. . . . . . . 145

Configuration Server

ADDP connection

. . . . . . . . . . . . . . 50

and IDB synchronization

. . . . . . . . . . 16

as data source

. . . . . . . . . . . . . . . . 18

compatibility

. . . . . . . . . . . . . . . . . 50

connections

interface with ICON server

. . . . . . . . . 16

configuration synchronization troubleshooting

. . . . . . . . . . . . . . 158

with IDB

. . . . . . . . . . . . . . . . . . . 16

configuration tuning

. . . . . . . . . . . . . 15

configuring agent desktop application

. . . . . . . . . . 75

DAP

. . . . . . . . . . . . . . . . . . . . . 59

for agent data

. . . . . . . . . . . . . . . . 75

for custom states and common data

. . . . 75

for high availability

. . . . . . . . . . . . . . 80

for multimedia

. . . . . . . . . . . . . . . . 63

for Outbound Contact

. . . . . . . . . . . . 77

for voice

. . . . . . . . . . . . . . . . . . . 61

ICON application

. . . . . . . . . . . . . . 47

voice attached data processing

. . . . . . . 64

connections

Configuration Server

. . . . . . . . . . . . 50

DAP

. . . . . . . . . . . . . . . . . . . 51

DB Server

. . . . . . . . . . . . . . . . . . 59

during runtime

. . . . . . . . . . . . . 84

159

during startup

. . . . . . . . . . . . . . . . 84

for Multimedia

. . . . . . . . . . . . . . . . 40

for Outbound Contact

. . . . . . . . . . . . 79

for Virtual Queues

. . . . . . . . . . . . . . 73

Interaction Server

. . . . . . . . . . . . 39

Message Server

. . . . . . . . . . . . . . 51

OCS

. . . . . . . . . . . . . . . . . . . . . 50

Outbound Contact Server

. . . . . . . . 39

T-Server

. . . . . . . . . . . . . . . . . 39

console window stopping ICON (Windows)

. . . . . . . . . 91

conventions in document

. . . . . . . . . . . . . . . . 177

type styles

. . . . . . . . . . . . . . . . . 177

custom dispatchers about

. . . . . . . . . . . . . . . . . . . . 18

configuration options

. . . . . . . . . 65

. . . . . . . . . . . . . 55

sample scripts

171

custom states configuration options

. . . . . . . . . 120

–

123

configuration requirements

. . . . . . . . . 75

configuring the agent desktop

. . . . . . . 75

key-value pairs

. . . . . . . . . . . . . . . 75

multiple simultaneous

. . . . . . . . . . . . 76

new in release 7.5

. . . . . . . . . . . . . 29

sending data

. . . . . . . . . . . . . . . . 76

customized attached data sample specification file

. . . . . . . . . . 169

custom-states configuration section

. . 120

–

123

DAP

See Database Access Point

data filtering

. . . . . . . . . . . . . . . . . . 125

data merge

See merge stored procedure

data sources

. . . . . . . . . . . . . . . . . .18

Database Access Point callconcentrator section

. . . . . . . . . . 150

configuration options

. . . . . . . . . 150

–

151

configuring

. . . . . . . . . . . . . . . 44

connections

. . . . . . . . . . . . . . . 51

roles

. . . . . . . . . . . . . . . . . . . . 151

database errors

See error reactions

database writing configuration options

. . . . . . . . . 101

–

103

troubleshooting

. . . . . . . . . . . . . . 157

DB Server

Deployment Guide 181

Index compatibility

. . . . . . . . . . . . . . . . . 59

connections

deploying

. . . . . . . . . . . . . . . . . . 45

in Interaction Concentrator architecture

. . . 13

db-schema-name option

. . . . . . . . . . . 105

dbw-error-reactions section

. . . . . . . . . 123

dbw-request-tout option

. . . . . . . . . . . 101

dbw-seq-step option

. . . . . . . . . . . . . 102

dbw-seq-tout option

. . . . . . . . . . . . . 103

delivered-flag option

. . . . . . . . . . . . . 138

deploying

DB Server

. . . . . . . . . . . . . . . . . . 45

Interaction Concentrator

. . . . . . . . . . . 46

deployment scenarios and Interaction Concentrator architecture

. . 19

multimedia

. . . . . . . . . . . . . . . . 20

multi-site

. . . . . . . . . . . . . . . . . . . 21

network

. . . . . . . . . . . . . . . . . . . 24

single-site

. . . . . . . . . . . . . . . . . . 20

DN configuration options

. . . . . . . . 147

–

. . . . . . . . . . . . . . . . . . . 10

document audience

conventions

. . . . . . . . . . . . . . . . 177

errors, commenting on

. . . . . . . . . . . 10

version number

. . . . . . . . . . . . . . 177

E emulate-event-queued option

. . . . . . . . 147

emulate-event-queued-extrp option

. . . . . 139

emulate-event-queued-rp option

. . . . . . . 139

emulate-event-queued-rq option

. . . . . . . 139

encoding, multi-byte characters

. . . . . . . 30

error reactions configuring

. . . . . . . . . . . . . . . . . 123

preconfigured

. . . . . . . . . . . . . . . 123

<error-name> option

. . . . . . . . . . . . . 124

estimating IDB size

. . . . . . . . . . . . . . 19

EventData option

. . . . . . . . . . . . . 75

121

EventUserEvent

. . . . . . . . . . . . . . . 75

extended-route-result option

. . . . . . . . . 119

external-party option

. . . . . . . . . . . . . 127

F features, Interaction Concentrator

. . . . . . 28

filter-data configuration section

. . . . . . . . 125

filtering data

. . . . . . . . . . . . . . . . . 125

fine-tuning ICON configuration

. . . . . . . . 15

finite state machine errors in log

. . . . . . . . . . . . . . . . . 86

fix-time-stamps option

. . . . . . . . . . . . 140

font styles italic

. . . . . . . . . . . . . . . . . . . . 177

monospace

. . . . . . . . . . . . . . . . 178

functionality, Interaction Concentrator

. . . . .28

functions of ICON server

. . . . . . . . . . . . . . . 14

of persistent queue

. . . . . . . . . . . . . 15

G gct-mode-monitoring option

. . . . . . . . . 115

global call identifier

. . . . . . . . . . . . . .28

GlobalData option

. . . . . . . . . . . . 75

122

gls-active-reason-codes option

. . . . . . . .97

gls-acw-first option

. . . . . . . . . . . . 95

140

gls-all option

. . . . . . . . . . . . . . . . . 128

gls-associations-rule option

. . . . . . . . . 141

gls-flag-on-disconnect option

. . . . . . . . 143

gls-ivr option

. . . . . . . . . . . . . . . . . 129

gls-max-duration option

. . . . . . . . . . . 144

gls-max-inactivity option

. . . . . . . . . . . 144

gls-metrics option

. . . . . . . . . . . . . . 129

gls-no-person option

. . . . . . . . . . . . . 130

gls-queue option

. . . . . . . . . . . . . . . 130

gls-stats-update option

. . . . . . . . . . . . .96

gls-stats-update-delta option

. . . . . . . . . .96

gls-store-event-seq option

. . . . . . . . . . .97

gls-use-ts-id option

. . . . . . . . . . . . . . 145

gls-wm option

. . . . . . . . . . . . . . . . 131

gos-write-duplicate-metrics option

. . . . 80

110

gos-write-metrics option

. . . . . . . . . 80

110

gos-write-metrics-only option

. . . . . . 80

111

gsysInitTimeCode

. . . . . . . . . . . . . . .18

gsysIRMerge

. . . . . . . . . . . . . . . . . .17

gsysIRMerge2

. . . . . . . . . . . . . . . . .17

gsysIRMergeReset

. . . . . . . . . 17

160

gsysPurge80

. . . . . . . . . . . . . . . . 17

gsysPurgeIR

. . . . . . . . . . . . . . . . . .17

gsysPurgeLS

. . . . . . . . . . . . . . . . .17

gsysPurgeOS

. . . . . . . . . . . . . . . . .17

gsysPurgeUDH

. . . . . . . . . . . . . . . .17

gts configuration section

. . . . . . . . . . . . . . . . . . . . 147

Switch

. . . . . . . . . . . . . . . . . . . 138

gud-cust-disp option

. . . . . . . . . . . 65

. . . . . . . . . . . . 18

gudCustDISP1

171

gudCustDISP2

. . . . . . . . . . . . 18

171

gud-cust-disp-groups option

. . . . . . . 65

. . . . . . . . . . . . . . . . 133

H high availability configuration considerations

. . . . . . . . 80

HTTP Listener

<http-connection> option

. . . . . . . . . . 133

<http-connection> section

. . . . . . . . . . 133

182 Interaction Concentrator 8.0

Index

ICON

See Interaction Concentrator

ICON application installing on UNIX

. . . . . . . . . . . . . . 51

installing on Windows

. . . . . . . . . . . . 52

ICON application object, configuring

. . . . . 47

ICON server application type

. . . . . . . . . . . . . . . 46

configuration option sections

. . . . . 94

–

137

configuring

. . . . . . . . . . . . . . . . . . 47

functions

. . . . . . . . . . . . . . . . . . . 14

interfaces

. . . . . . . . . . . . . . . . . . 16

roles

. . . . . . . . . . . . . . . . 26

. . . . . . . . . . . . . . . 87

104

starting as a Windows service

. . . . . . . . 88

starting on UNIX

starting on Windows

. . . . . . . . . . . . . 88

starting with SCI

. . . . . . . . . . . . . . . 86

stopping as a Windows service

. . . . . . . 92

stopping on UNIX

. . . . . . . . . . . . . . 90

stopping on Windows

. . . . . . . . . . . . 91

stopping, from SCI

. . . . . . . . . . . . . . 90

IDB

See Interaction Database

IDB fields for attached data

. . . . . . . . . . . . . . 67

for custom attached data

. . . . . . . . . . 69

for multimedia attached data

. . . . . . . . 68

for URS attached data

. . . . . . . . . . . . 72

for voice attached data

. . . . . . . . . . . 68

IDB tables for attached data

. . . . . . . . . . . . . . 66

for Outbound Contact data

. . . . . . . . . 77

for URS attached data

. . . . . . . . . . . . 72

importing the application template

. . . . . . 47

initialization scripts

. . . . . . . . . . . . . . 54

initializing IDB on DB2

. . . . . . . . . . . . . . . . . 54

on Microsoft SQL

. . . . . . . . . . . . . . 57

on Oracle

. . . . . . . . . . . . . . . . . . 58

in-memory queue configuration options

. . . . . . . . .105

–

106

processing

. . . . . . . . . . . . . . . . . . 14

installing ICON on UNIX

. . . . . . . . . . . . . . . . . . . 51

on Windows

. . . . . . . . . . . . . . . . . 52

intended audience

. . . . . . . . . . . . . . 10

Interaction Concentrator basic architecture

. . . . . . . . . . . . . . 13

compatibility with other products

. . . . . . 36

components

. . . . . . . . . . . . . . . 13

configuration options

. . . . . . . . . 93

–

137

configuring

. . . . . . . . . . . . . . . . . . 47

data sources

. . . . . . . . . . . . . . . . . 18

deploying

. . . . . . . . . . . . . . . . . . 46

deployment scenarios

. . . . . . . . . . . . 19

features

. . . . . . . . . . . . . . . . . . . 28

functionality

. . . . . . . . . . . . . . . . . 28

new in 8.0 release

. . . . . . . . . . . . . 30

software requirements

. . . . . . . . . . . 36

time formats

. . . . . . . . . . . . . . . . . 30

object, ICON server

Interaction Database about

. . . . . . . . . . . . . . . . . . . . 17

creating

. . . . . . . . . . . . . . . . . 54

. . . . . . . . . . . . . . . . 55

initializing

. . . . . . . . . . . . . . . . . . 19

sizing

stored procedures

. . . . . . . . . . . . . . 17

See also IDB tables

Interaction Server as data source

. . . . . . . . . . . . . . . 18

compatibility

. . . . . . . . . . . . . . . 39

connections

Inter-Site Call Linkage

See IS-Links

intra-day reporting

. . . . . . . . . . . . . . .30

ir-history option

. . . . . . . . . . . . . . . 131

IS-Links in Interaction Concentrator

. . . . . . . . . 30

italics

. . . . . . . . . . . . . . . . . . . . . 177

ivr option

. . . . . . . . . . . . . . . . . . . 148

K key-value pairs attached data mapping

. . . . . . . . . . . 64

for custom states

. . . . . . . . . . . . 75

recording custom states

. . . . . . . . . . 75

starting custom state recording

See Local Control Agent

stopping custom state recording

. . . . . . 76

KVP

See key-value pairs

LCA

listener, HTTP

. . . . . . . . . . . . . . . . 133

listeners configuration section

. . . . . . . . 132

load-balancing-on-ntwk-switch configuration option

. . . . . . . . . . . . . . . . .25

load-balancing-on-ntwk-switch option

. . . . 145

Local Control Agent

. . . . . . . . 16

log configuration section

. . . . . . . . . . . 134

See agent states

Deployment Guide 183

Index

M mcr-om-processing option

. . . . . . . . . . 108

merge stored procedure about

. . . . . . . . . . . . . . . . . . 17

and intra-IDB merge

. . . . . . . . . . . . . 23

improvements

. . . . . . . . . . . . . . . . 32

planning

. . . . . . . . . . . . . . . . . . . 41

recovery

. . . . . . . . . . . . . . 17

160

scripts

. . . . . . . . . . . . . . . . . . . . 55

troubleshooting

. . . . . . . . . . . . . . 159

Message Server compatibility

. . . . . . . . . . . . . . . . . 51

connections

interface with ICON server

. . . . . . . . . 16

min-tsync-roundtrip option

. . . . . . . . . . 145

monitor option

. . . . . . . . . . . . . . 74

See performance counter pages

monitoring ICON

monitoring performance

. . . . . . . . . . . 15

monospace font

. . . . . . . . . . . . . . . 178

multi-byte character encodings, supported

. . 30

multimedia configuration options

. . . . . . . . .106

–

108

data in Interaction Concentrator

. . . . . . . 28

deployment scenarios

. . . . . . . . . . 20

sample attached data specification file

. . 167

software requirements

. . . . . . . . . . . . 36

Multimedia Interaction Server

. . . . . . . . 36

multi-site deployment scenario

. . . . . . . . 21

N network call parking

. . . . . . . . . . . . . . . . . 29

delays

. . . . . . . . . . . . . . . . . . . . 23

deployment scenarios

. . . . . . . . . . . . 24

environment

. . . . . . . . . . . . . . . . . 29

network delays

. . . . . . . . . . . . . . . . 23

network load balancing mode, configuring

. . 145

network-based contact environment

. . . . . 29

new features, in 8.0 release

. . . . . . . . . 30

O observer-party option

. . . . . . . . . . . . . 131

OCS

See Outbound Contact Server

om-activity-report option

. . . . . . . . . . . 150

om-check-filter-flag option

. . . . . . . . . . 108

om-force-adata option

. . . . . . . . . . . . 107

om-max-in-memory option

. . . . . . . . . . 109

om-memory-clean option

. . . . . . . . . . . 149

om-memory-optimization option

. . . . . . . 109

Open Media

See 3rd Party Media

operational memory configuration options

. . . . . . . . . 149

150

operational memory options

. . . . . . 108

–

109

Oracle, statistics

. . . . . . . . . . . . . . . .84

Oracle, versions not supported

. . . . . . . .35

Outbound Contact Server

ADDP connection

. . . . . . . . . . . . . . 50

as data source

. . . . . . . . . . . . . . . 18

compatibility

. . . . . . . . . . . . . 39

connections

outbound data campaign group

. . . . . . . . . . . . . . . 78

configuration requirements

. . . . . . . . . 77

outbound metrics options

. . . . . . . . 110

. . . . . . . . . . . . . 111

111

P partition-type option

performance counter pages and HTTP listening port

. . . . . . . . . . 132

enabling access

. . . . . . . . . . . . . . 133

performance counters

See performance counter pages

performance monitoring

. . . . . . . . . . . .15

persistent queue and configuration synchronization

. . . . . 16

configuration options

. . . . . . . . . 112

. . . . . . . . . . . . . . . . . 155

114

corrupted

functions

. . . . . . . . . . . . . . . . . . 15

replacing

. . . . . . . . . . . . . . . . . 155

troubleshooting

. . . . . . . . . . . . . . 155

port option

. . . . . . . . . . . . . . . . . . 134

pq-backlog-alarm-threshold option

. . . . . 112

pq-backlog-clearance-threshold option

. . . 113

pq-dbname option

. . . . . . . . . . . . . . 113

pq-purge-number option

. . . . . . . . . . . 114

pq-startup-check option

. . . . . . . . . . . 114

protocol option

. . . . . . . . . . . . . . . . 134

purge stored procedures about

. . . . . . . . . . . . . . . . . . . . 17

scripts

. . . . . . . . . . . . . . . . . . . . 55

Q queues

See in-memory queue, persistent queue,

virtual queues

R reactions, error

. . . . . . . . . . . . . . . . 123

real-time reporting

. . . . . . . . . . . . . . .30

recommendations

184 Interaction Concentrator 8.0

Index for ICON roles

. . . . . . . . . . . . . . . . 27

report_reasons option

. . . . . . . . . . .40

report_targets option

. . . . . . . . . . . .40

role option

. . . . . . . . . . . . . 27

104

151

roles

DAP

. . . . . . . . . . . . . . . . . . . . 151

ICON

. . . . . . . . . . . . . . . . . . 26

. . . . . . . . . . . . . . 27

recommendations

restrictions

. . . . . . . . . . . . . . . . . . 27

S scenario recognition configuration options

. . 115

scenarios, deployment

. . . . . . . . . . . . 19

SCI

See Solution Control Interface

script configuration options

. . . . . . . 149

–

150

scripts for stored procedures

. . . . . . . . . . . . 55

IDB initialization

. . . . . . . . . . . . . . . 54

sample custom dispatcher

. . . . . . . . . . 55

sample for custom dispatchers

. . . . . . 171

SCS

See Solution Control Server

sending data, for custom states

. . . . . . . . . . . . . . . . 86

simultaneous custom states

. . . . . . . . . 76

single-site deployment scenario

. . . . . . . 20

sizing Interaction Database

. . . . . . . .19

software requirements, related products

. . . 36

Solution Control Interface starting ICON

stopping ICON

. . . . . . . . . . . . . . . . 90

Solution Control Server

. . . . . . . . . . . 90

Solution Control, interface with ICON server

. 16

sources of data

. . . . . . . . . . . . . . . . 18

square brackets

. . . . . . . . . . . . . . . 178

sst-options option

. . . . . . . . . . . . . . 146

start-cfg-sync option

. . . . . . . . . . . . . 116

starting custom state recording

. . . . . . . . . . . . 88

starting ICON as a Windows service

on UNIX

. . . . . . . . . . . . . . . . . . . 87

on Windows

. . . . . . . . . . . . . . . . . 88

with SCI

. . . . . . . . . . . . . . . . . . . 86

statistics

Oracle

. . . . . . . . . . . . . . . . . . . . 84

stopping custom state recording

. . . . . . . . . . . . 92

stopping ICON as a Windows service

from console window

. . . . . . . . . . . . 91

on UNIX

. . . . . . . . . . . . . . . . . . . 90

on Windows

. . . . . . . . . . . . . . . . . 91

using SCI

. . . . . . . . . . . . . . . . . . 90

Stopping ICON using SCI

. . . . . . . . . . 90

stored procedures in IDB schema

. . . . . . . . . . . . . . . . 17

stored procedures, time-setting procedure, custom dispatchers store-event-data option

. . . . . . . . . 75

123

store-releasing-party configuration option

. . 115

support-dn-type-5 option

. . . . . . . . . 74

. . . . . . . . . . . . . . . 28

supported features agent login session data

. . . . . . . . . . 28

agent state data

attached data

. . . . . . . . . . . . . . . . 29

attached data, customized

. . . . . . . . . 29

configuration data

. . . . . . . . . . . . . . 28

custom states

. . . . . . . . . . . . . . . . 29

customized attached data

. . . . . . . . . . 29

Interaction Concentrator

. . . . . . . . . . 28

interaction data

. . . . . . . . . . . . . 28

. . . . . . . . . . . . . . 28

multi-byte character encodings

. . . . . . . 30

multimedia interactions

. . . . . . . . . . . 28

network

. . . . . . . . . . . . . . . . . . . 29

network call parking

. . . . . . . . . . . . . 29

outbound campaigns data

. . . . . . . . . 29

real-time reporting

. . . . . . . . . . . . . 30

virtual queues

. . . . . . . . . . . . . . . . 29

Virtual Routing Point

. . . . . . . . . . . . 29

suppress-user-data option

. . . . . . . 100

switch configuration options

. . . . . . . . . 137

–

gts configuration section

. . . . . . . . . 138

sync-call-data-limit option

. . . . . . . . . . 117

synchronization configuration options

. . . . . . . . . 116

. . . . . . . . . . . . . . 158

117

troubleshooting

with Configuration Database

. . . . . . . . 16

synchronization

T time format

. . . . . . . . . . . . . . . . . . .30

time synchronization options

. . . . . . .117

145

time-setting procedure

. . . . . . . . . . . . .18

transport option

. . . . . . . . . . . . . . . 134

troubleshooting configuration synchronization

. . . . . . . 158

database writing

. . . . . . . . . . . . . 157

merge procedure

. . . . . . . . . . . . . 159

persistent queue

. . . . . . . . . . . . . 155

runtime problems

. . . . . . . . . . . . . 155

startup problems

. . . . . . . . . . . . . 153

T-Server

ADDP connection

. . . . . . . . . . . . . . 50

as data source

. . . . . . . . . . . . . . . 18

compatibility

. . . . . . . . . . . . . . . 39

connections

tsync-threshold option

. . . . . . . . . . . . 117

Deployment Guide 185

Index type styles conventions

. . . . . . . . . . . . . . . . 177

italic

. . . . . . . . . . . . . . . . . . . . 177

monospace

. . . . . . . . . . . . . . . . 178

typographical styles

. . . . . . . . . . . . . 177

U udata-history-terminated option

. . . . . . . 132

uniqueness, preconfigured error reaction

. . 123

Universal Routing

. . . . . . . . . . . . . . 39

Universal Routing Server attached data

. . . . . . . . . . . . . . . . 70

compatibility

. . . . . . . . . . . . . . . . 87

UNIX starting ICON

stopping ICON

. . . . . . . . . . . . . . . . 90

URS

See Universal Routing Server

use-dss-monitor option

. . . . . . . . . . . . 118

V version numbering, document

. . . . . . . . 177

Virtual Queue data configuration options

. . . . . 73