Jump to: navigation, search

pq-backlog-clearance-threshold

Section: callconcentrator
Default Value: 0
Valid Values: An integer in the range of 0 to (value of pq-backlog-alarm-threshold)
Changes Take Effect: After restart


Specifies the minimum number of records pending in the persistent queue. When this number is reached, ICON will generate message 09-25026, if log message 09-25025 was previously generated (see the pq-backlog-alarm-threshold option).

A value of 0 indicates that no log message is generated.

pq-backlog-alarm-threshold

Section: callconcentrator
Default Value: 0
Valid Values: 0-4294967295
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 09-25025.

A value of 0 indicates that no log message will be generated.

third-party-queue-in-divert

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart


Specifies how Interaction Concentrator should process multi-queue scenarios in which a call is distributed to multiple queues simultaneously, then it is distributed from one of these queues and cleared from the remaining queues. When the option is set to 1, Interaction Concentrator takes into account AttributeThirdPartyQueue in EventDiverted when AttributeCallState has a value of 0 in order to process interactions in the same way as for redirect scenarios.

Currently only T-Server for Avaya Communication Manager release 7.6 and higher supplies AttributeThirdPartyQueue. For all other T-Servers, Genesys recommends that you use the default value of the third-party-queue-in-divert option.

Valid values:

  • 0—Interaction Concentrator does not check for the presence of AttributeThirdPartyQueue in EventDiverted.
  • 1—Interaction Concentrator checks for the presence of AttributeThirdPartyQueue in EventDiverted.

Important:

  • Genesys Info Mart 7.x customers should use the default value for this option.
  • In multi-queue scenarios, distribution to external DNs is not supported.

x-server-dbw-debug-level

Section: log
Default Value: As specified by the x-server-trace-level option
Valid Values: 0 | 1 | 2 | 3
Changes Take Effect: Immediately


NOTE: This debug-level option should only be used when recommended by Genesys.

Specifies the verbosity with which ICON logs messages that are related to data-writing operations with the persistent queue and IDB. The value 0 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 option with regard to data-writing operation messages.

x-server-smtp-trace-level

Section: log
Default Value: As specified by the x-server-trace-level option
Valid Values: 0 | 1 | 2 | 3
Changes Take Effect: Immediately


Specifies the verbosity with which ICON logs messages that are related to its SMTP communications. The value 0 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 option with regard to SMTP communications messages.

x-server-http-trace-level

Section: log
Default Value: As specified by the x-server-trace-level option
Valid Values: 0 | 1 | 2 | 3
Changes Take Effect: Immediately


Specifies the verbosity with which ICON logs messages that are related to its HTTP communications. The value 0 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 option with regard to HTTP communications messages.

dest-busy-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately


This option dynamically enables you to specify how to handle EventDestinationBusy TEvents.

Valid Values:

  • 1 - ICON processing of EventDestinationBusy records the cause of the party state change; cceventcause is set to busy (value = 1).
  • 0 - ICON processing of EventDestinationBusy does not record the cause of the party state change; cceventcause is set to normal (value = 6). This preserves ICON legacy behavior (prior to release 8.0.000.37).

Note: The values true and false are also valid.

advanced-ext-party-reconstruction

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately.
Dependencies: delivered-flag

For environments using SIP Server, Interaction Concentrator (ICON) supports call scenarios in which a call is sent from a monitored to an unmonitored site, and no party associated with the call remains on the monitored site. In these scenarios, the external party to which the call was sent can be reconstructed and stored in IDB.

  • To use this functionality, you must also set the value for the delivered-flag option in the [gts] section of the Switch object's Annex tab to 1.

Valid Values:

  • 0 - No external party is created.
  • 1 - Enables advanced processing to create an external party in specific call scenarios in which a call is sent from a monitored to an unmonitored site and no party associated with the call remains on the monitored site.

 

cfg-auto-resync

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately.


Specifies whether ICON will automatically initiate resynchronization of configuration data between Configuration Server data and IDB with the cfg role when an inconsistency is detected.

Valid Values:

  • 0 - ICON does not initiate automatic resynchronization.
  • 1 - ICON initiates automatic resynchronization.

 

role

Section: callconcentrator
Default Value: all
Valid Values: A comma-separated list of valid roles
Changes Take Effect: After restart


Specifies the type of data that this ICON instance processes and stores in IDB. The option value must be lowercase. If you use uppercase letters in the option setting, the role defaults to all.

Valid Values:

  • all - Stores all types of data.
  • cfg - Stores the initial configuration state and a history of configuration changes retrieved from Configuration Server.
  • gcc - Stores interaction-related and party-related information; that is, T-Server and Interaction Server data that pertains to voice and multimedia interactions, and the parties associated with those interactions.
  • gls - Stores T-Server and Interaction Server data that pertains to agent states and agent login sessions.
  • gud - Stores T-Server and Interaction Server data that pertains to the attached data associated with calls.
  • lrm - In an environment with License Reporting Manager, stores license reporting data.
  • gos - In an environment with the Outbound Contact solution, stores OCS data that pertains to outbound calls and campaigns.

Prefixing an option value with a tilde (~) excludes that type of data from ICON processing, and includes all other types.

sst-options

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart


Specifies the TEvents that ICON uses to recognize a single-step transfer, in order to ensure the correct processing of scenarios involving a single-step transfer.

Valid values:

  • 0—EventReleased, followed by a corresponding EventRinging or EventQueued. Arrivals of EventReleased, EventRinging, or EventQueued trigger the recognition logic.
  • 1—EventReleased only. Arrival of EventReleased with an additional cause attribute triggers the recognition logic.

Set this value to 1 for:

  • SIP Server deployments with VoIP IVRs (GVP and third-party)
  • T-Server for Siemens HiPath 4000 CSTA III.

gls-acw-first

Section: callconcentrator
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart


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 1 enables ICON to associate after-call work with the voice interaction that most recently changed the agent’s state from NotBusy to Busy (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. However, the value of this option set in the the Switch configuration object overrides, for that Switch, the value set in the ICON Application object.

Valid Values:

  • 1 - ICON associates the first voice interaction with after-call work.
  • 0 - ICON associates the last voice interaction with after-call work.

Note: The values true and false are also valid.

calls-in-the-past

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


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.

Valid Values:

  • 1 - 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.
  • 0 - ICON does not record data for multimedia interactions that begin while ICON is down, or while ICON has no connection to Interaction Server.

Notes:

  • The values true and false are also valid.
  • ICON cannot restore a correct timestamp of interaction record creation, or the information about previous parties, or the first values of user data keys.
  • In releases from 8.1.000.14 through 8.1.100.34, setting the om-memory-optimization option to 1 causes old interactions to be re-created in spite of setting the calls-in-the-past option to 0. In release 8.1.100.36 and higher, the calls-in-the-past option is no longer overridden by setting the om-memory-optimization option to 1.

om-memory-optimization

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Dependencies: om-max-in-memory, om-memory-clean

Specifies whether memory usage is optimized.

Valid Values:

  • 1 - ICON optimizes memory usage according to the values that are set for the om-max-in-memory option and the Script-level om-memory-clean option.
  • 0 - Preserves legacy behavior (prior to ICON release 7.6.1).

Note: The values true and false are also valid.

ivr

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: Immediately
Related Options: gls-ivr

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 or Extension, and it is specified as an Associated DN in the properties of the IVR port.

Valid values:

  • 0 - ICON does not recognize this DN as an IVR port unless the DN configuration satisfies one of the above criteria.
  • 1 - ICON treats this DN as an IVR port regardless of other configuration parameters specified for this DN.

You must set the value of this option to 1 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.

Warning: 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 1 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 to exclude data about agent activity associated with this IVR device from IDB storage. See also the description of the GSYS_EXT_INT1 field in the G_PARTY_HISTORY table, which can be found in the Interaction Concentrator 8.1 Physical Data Model document for your RDBMS.

gls-improve-data-for-agent

Section: gts
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies when ICON should process agent states data in two-step transfer and conference scenarios.

Valid values:

  • 0—EventCallDeleted triggers agent states data processing (legacy behavior).
  • 1—Enables ICON to process agent states data based on EventReleased and store a more accurate value of PartyID in the G_AGENT_STATE_HISTORY table when a record describes one of the following:
    • An agent state changing from Busy to another state
    • An agent state changing from Busy to Busy
    • An agent state changing to ACW

Important: Genesys Info Mart customers should use the default value for this option.

ring-divert

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Related Options: lookup-queue-on-ringing

Controls whether ICON identifies the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party in event flows in which EventRinging comes before EventDiverted or the call is routed to an external switch.

You can set this option on the Annex tab either of the Switch or the DN configuration object, or both. If it is set to a valid value, the DN-level option overrides the value set for the Switch.

Valid values:

  • 0—ICON preserves its former behavior; that is, ICON does not identify the PARENTPARTYID or the PARENTLINKTYPE in the above-described event flows. Note however, that if the ring-divert option is set to 0, ICON can still identify the PARENTPARTYID or the PARENTLINKTYPE if the lookup-queue-on-ringing option is set to 1.
  • 1—ICON correctly sets the value of the PARENTPARTYID and the PARENTLINKTYPE.

pq-startup-purge

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, any other positive integer
Changes Take Effect: After restart


Controls the purging of the persistent queue (PQ) file, which reduces the total file size by releasing unused file space. Purging a large PQ file may take several minutes. Therefore purging is performed only at ICON initialization, before ICON is fully started and has active interactions.

If ICON has unprocessed transactions in the PQ file at startup (for example, because of DBServer or database unavailability during the previous session) only space not occupied by these unprocessed transactions can be released.

Valid Values:

  • 0 - Never purge the PQ file
  • 1 - Always purge the PQ file when ICON starts up
  • Any other positive number (optionally followed by kb, mb, or gb) - Maximum file size before ICON purges the PQ file at startup. The default unit is bytes; the units should be set in lowercase. For example, you might set the value to 100 mb or 100 kb.

Note: When purging the ICON PQ file, the content is copied into a temporary file. ICON then overwrites the original PQ file with the content of the temporary file. This means that the temporary file should have at least two times the size of the original PQ file in available free disk space to safely purge the PQ file.

gls-enforce-reason-code

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2, 3
Changes Take Effect: After restart.


Enables you to control whether software (SW) and hardware (HW) reason code changes are processed separately for separate devices in multi-device login sessions. (Multi-device login sessions refers to scenarios in which an agent logs in to a DN and to one or more queues at the same time.)

Specifies whether changes to the HW reason code or the SW reason code for a particular device affect the HW reason code, SW reason code, or both types of reason code on all other devices on which an agent is logged in.

Valid Values: (additional explanation and examples in the extended option description)

  • 0 - Both types of reason code changes are processed independently for each device.
  • 1 - Only HW reason code changes are enforced on all devices.
  • 2 - Only SW reason code changes are enforced on all devices.
  • 3 - HW or SW reason code changes are enforced on all devices.

 

cseq-adjustment

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Introduced: 8.1.000.37, 8.1.100.34

Improves sequence tracking for user data in the G_USERDATA_HISTORY table, which enables downstream reporting applications, such as Genesys Info Mart, to correctly associate user data with interaction activity when user data updates occur within the same second that the call is transferred or terminated.

To preserve compatibility with legacy behavior, cseq-adjustment enables you to control whether ICON implements improved behavior for populating the CSEQ field in the G_USERDATA_HISTORY table.

Valid Values:

  • 0 - Compatibility mode. Preserves legacy behavior for pre-8.x Genesys Info Mart releases. See the extended description for a relevant known issue.
  • 1 - Preserves legacy behavior, but corrects the known issue (see extended description). ICON stores correct values in the CSEQ field in the G_USERDATA_HISTORY table for all scenarios.
  • 2 - Compatibility mode for Genesys Info Mart 8.x releases. ICON modifies the value of the CSEQ field in the G_USERDATA_HISTORY table to match the behavior that Genesys Info Mart 8.x expects.

do-not-register

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart


Enables you to prevent ICON from registering specified DNs. ICON does not receive any events from these DNs and processes data from these DNs as external.

Valid values:

  • 0 - ICON functions as in prior releases, and registers this DN.
  • 1 - ICON does not register the specified DN.
Important

For TServer NEC to present parties of outbound calls correctly, it is recommended to set the option to 1 for Trunk DN(s).

cfg-annex

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Enables ICON to store data in the GC_ANNEX table, which stores changes to all options on the Annex tabs of Person, Agent Group, Agent Login, DN, DN Group, and Switch objects. This data enables Genesys Interactive Insights 8.1.4 and higher to control visibility of certain data and reports based on attributes such as geographical location, business line, or organization structure. This data is stored only when ICON has the cfg role and the value for this option set to 1.

After you set the value for cfg-annex to 1 and then restart ICON, the GC_ANNEX table is populated with updates to Annex tab objects. You can then start the ICON configuration resynchronization process to populate the GC_ANNEX table with options that were present before you set the cfg-annex option to 1.

  • 1 - ICON processes changes to the specified Annex tab options and stores the data to IDB.
  • 0 - ICON does not process changes to the specified Annex tab options.

ring-divert

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: Immediately
Related Options: lookup-queue-on-ringing

Controls whether ICON identifies the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party in event flows in which EventRinging comes before EventDiverted or the call is routed to an external switch.

You can set this option on the Annex tab either of the Switch or the DN configuration object, or both. If it is set to a valid value, the DN-level option overrides the value set for the Switch.

Valid values:

  • 0 - ICON preserves its former behavior; that is, ICON does not identify the PARENTPARTYID or the PARENTLINKTYPE in the above-described event flows. Note however, that if the ring-divert option is set to 0, ICON can still identify the PARENTPARTYID or the PARENTLINKTYPE if the lookup-queue-on-ringing option is set to 1.
  • 1 - ICON correctly sets the value of the PARENTPARTYID and the PARENTLINKTYPE.

use-nts-call-state

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Dependencies: sst-options

Supports reporting on transfers made by agents using Network Attended Transfer (NAT).

  • When use-nts-call-state is set to 1, you must also set the Switch-level sst-options option (found on the Annex tab in the [gts] section) to 1. If you do not do this, ICON cannot complete the single-step transfer transaction.

Valid Values:

  • 0 - Keeps the previous ICON behavior, which is to ignore network call states.
  • 1 - Recognizes network call states.

 

lookup-queue-on-ringing

Section: gts
Default Value: 1, 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.400.20

Enables ICON to identify the parent party from AttributeThisQueue in the EventRinging TEvent in complex transfer scenarios when the transfer is completed to a distribution DN before the call rings on the target DN, such as in a two-step blind transfer from a Routing Point or a Queue. This option is useful only for T-Servers, such as SIP Server, that provide AttributeThisQueue in the EventRinging TEvent.

Default values:

  • 1—This is the default for SIP switches, SIP network switches, and VoIPSMCP switches.
  • 0—This is the default for other/non-SIP related switch types.

Valid values:

  • 1—ICON checks whether EventRinging has a value for AttributeThisQueue. If this attribute is present, ICON searches for an active party on this queue. If such a party exists, it is set as the parent party for the new party created on ringing.
  • 0—ICON does not check whether EventRinging has a value for AttributeThisQueue.

ssc-processing

Section: callconcentrator
Default Value: 1
Valid Values: 1, 0
Changes Take Effect: Immediately


Enables support for single-step conference reporting. By default, this option is set to recognize single-step conferences.

  • Single-step conferences made to an external DN are not supported.

Valid Values:

  • 1 - ICON processes single-step conference scenarios when an internal DN is added to the conference.
  • 0 - ICON does not process single-step conference scenarios. This value is provided solely for backward compatibility.

tsync-threshold

Section: callconcentrator
Default Value: 1000
Valid Values: 0-2000
Changes Take Effect: Immediately
Discontinued: 8.1.400.22
Related Options: min-tsync-roundtrip

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.

A value of 0 indicates that no log message is generated.

See also the Switch-level min-tsync-roundtrip option.

min-tsync-roundtrip

Section: gts
Default Value: 50
Valid Values: 0-500
Changes Take Effect: Immediately
Discontinued: 8.1.502.04
Related Options: tsync-threshold

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.

The value 0 indicates that no calculation will be performed.

emulate-event-queued-rq

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: Immediately


Enables the emulation of EventQueued for a routing queue that belongs to this switch.

Valid values:

  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.
  • -1—Whether EventQueued is emulated is determined by other conditions and/or by the DN type.

Generation of EventQueued for a routing queue depends on a particular T-Server and its switch. ICON requires this event for a correct party representation in any environment.

For help setting this option correctly, contact Genesys Customer Care.

emulate-event-queued-rp

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: Immediately


Enables the emulation of EventQueued for a Routing Point that belongs to this switch.

Valid values:

  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.
  • -1—Whether EventQueued is emulated is determined by other conditions and/or by the DN type.

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.

For help setting this option correctly, contact Genesys Customer Care.

emulate-event-queued-extrp

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: Immediately


Enables the emulation of EventQueued for an External Routing Point that belongs to this switch.

Valid values:

  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.
  • -1—Whether EventQueued is emulated is determined by other conditions and/or by the DN type.

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.

For help setting this option correctly, contact Genesys Customer Care.

call-deletion-timeout

Section: gts
Default Value: 30
Valid Values: 0-3600
Changes Take Effect: Immediately


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.

support-dn-type-N

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: After ICON connects or reconnects to T-Server


Specifies whether ICON should register on the specified type of DN. To specify the type, replace N in the option name with the desired type. For example, Extension = 1, so support-dn-type-1 controls behavior with respect to Extensions; whereas Virtual Queue = 5, so support-dn-type-5 controls behavior with respect to Virtual Queues.

Valid values:

  • 0—ICON does not register with T-Server for any events related to DNs of the specified type that belong to this switch.
  • 1—ICON registers with T-Server for events related to DNs of the specified type that belong to this switch.
  • -1—ICON registers with T-Server for the default list of DNs.

The default list of DNs depends on your environment. For example, if you set the value to -1, ICON functions as follows:

  • In a SIP Cluster environment, ICON does not register on any DN type except Routing Points.
  • In a stand alone (non-Cluster) environment, the ICON setting applies to registration on a preset group of DNs.

x-print-attached-data

Section: log
Default Value: 0
Valid Values: 0 | 1
Changes Take Effect: Immediately


Specifies whether user data is written to the log. Genesys recommends that you do not change the default setting (0), because printing user data to the log can significantly increase log size and impact system resources.

  • 1 - Enables printing user data to the log.
  • 0 - Suppresses printing user data to the log.

suppress-user-data

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: After restart


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

This option can be set at the level of the Switch or the ICON Application. ICON automatically detects the Switch-level option setting. If the Switch-level option is set to the value of 1 (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 ICON-level settings of 0 (unchanged attached data not suppressed). If the Switch-level option is set to -1 (the default), an Application-level setting of 1 overrides it.

Valid values:

  • 0—Unchanged attached user data is not suppressed.
  • 1—Unchanged attached user data is suppressed.
  • -1—The value set at the Application level controls the behavior. If the Application-level option is set to 0 and the setting on the Switch object is -1, unchanged attached user data is not suppressed.

support-dn-type-N

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: After ICON connects or reconnects to T-Server


Specifies whether ICON should register on the specified type of DN. To specify the type, replace N in the option name with the desired type. For example, Extension = 1, so support-dn-type-1 controls behavior with respect to Extensions; whereas Virtual Queue = 5, so support-dn-type-5 controls behavior with respect to Virtual Queues.

Valid values:

  • 0—ICON does not register with T-Server for any events related to DNs of the specified type that belong to this switch.
  • 1—ICON registers with T-Server for events related to DNs of the specified type that belong to this switch.
  • -1—ICON registers with T-Server for the default list of DNs.

The default list of DNs depends on your environment. For example, if you set the value to -1, ICON functions as follows:

  • In a SIP Cluster environment, ICON does not register on any DN type except Routing Points.
  • In a stand alone (non-Cluster) environment, the ICON setting applies to registration on a preset group of DNs.

delivered-flag

Section: gts
Default Value: 0, 2
Valid Values: 0, 1, 2, 3
Changes Take Effect: After restart


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:

  • 0—(For all switches except Cisco CallManager)
  • 2—(For Cisco CallManager)

Valid Values:

  • 0—The alerting state is generated when EventDialing arrives.
  • 1—The alerting state is generated when EventNetworkReached arrives.
  • 2—The alerting state is generated when EventEstablished arrives.
  • 3—An unmonitored party is not reconstructed.

Genesys Customer Care recommends that you set the value of this option to 3 only for a particular event flow.

gcti-re-registration-tout

Section: gts
Default Value: 0 10
Valid Values: 0, any integer between 10 and 1800 (seconds)[space] any integer between 10 and 1800 (seconds)
Changes Take Effect: Immediately
Introduced: On the Switch level: 8.1.503.03; on the ICON Application level: 8.1.514.09
Related Feature: Configuring DN Re-registration

Enables you to control the re-registration timer, which enables you to set up a DN re-registration procedure on the T-Server/SIP Server link. Re-registration attempts will continue until all unregistered DNs on the specified Switch are registered.

This option is configured on the ICON Application object, or on the Switch configuration object, or both. If it is set only on the ICON Application object, it applies to all switches ICON is configured to monitor. If any Switch object is configured with a value different from that set on the ICON Application object, the Switch value takes precedence for that Switch.

This option contains two parameters, which control the following:

  • Minimum re-registration timeout
  • Maximum re-registration timeout

Configure the option as two integers separated by a space: minimum maximum

If you do not configure gcti-re-registration-tout (which is equivalent to setting the min re-registration timeout to 0), ICON does not perform re-registration of DNs on this T-Server link. (Note that initial DN-list registration procedure is always performed when ICON starts up).

gcti-re-registration-tout

Section: gts
Default Value: 0 10
Valid Values: 0, any integer between 10 and 1800 (seconds)[space] any integer between 10 and 1800 (seconds)
Changes Take Effect: Immediately
Introduced: On the Switch level: 8.1.503.03; on the ICON Application level: 8.1.514.09
Related Feature: Configuring DN Re-registration

Enables you to control the re-registration timer, which enables you to set up a DN re-registration procedure on the T-Server/SIP Server link. Re-registration attempts will continue until all unregistered DNs on the specified Switch are registered.

This option is configured on the ICON Application object, or on the Switch configuration object, or both. If it is set only on the ICON Application object, it applies to all switches ICON is configured to monitor. If any Switch object is configured with a value different from that set on the ICON Application object, the Switch value takes precedence for that Switch.

This option contains two parameters, which control the following:

  • Minimum re-registration timeout
  • Maximum re-registration timeout

Configure the option as two integers separated by a space: minimum maximum

If you do not configure gcti-re-registration-tout (which is equivalent to setting the min re-registration timeout to 0), ICON does not perform re-registration of DNs on this T-Server link. (Note that initial DN-list registration procedure is always performed when ICON starts up).

partition-type

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Dynamically specifies the content of the gsys_partition field in IDB tables that contain this field.

Valid Values:

  • 0 - For all interactions, the gsys_partition field contains the date, in YYYYMMDD format, from the created_ts field.
  • 1 - For all interactions, the gsys_partition field contains the UTC from the created_ts field.
  • 2 - For multimedia interactions:
    • In the G_IR, G_IR_HISTORY, G_CALL, and G_CALL_HISTORY tables, the gsys_partition field contains the UTC 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 from the created_ts field.

 

store-releasing-party

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


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.

Valid Values:

  • 1 - 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_VCH2 fields) and G_PARTY_STAT table (GSYS_EXT_INT1 field) in IDB.
  • 0 - 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_VCH2 fields is an empty string. In the G_PARTY_STAT table, the value of the GSYS_EXT_INT1 field is 0.

Notes:

  • To determine whether your switch supports this feature, review the documentation for your switch. In Interaction Concentrator release 8.0, this feature is supported only for the Alcatel A4400/OXE switch.
  • For information about how ICON populates the values of the fields, see Identifying Who Released the Call in the Interaction Concentrator User’s Guide..

 

cfg-dbname

Section: callconcentrator
Default Value: cfg-sync.db
Valid Values: Any valid file path, absolute or relative, to the ICON start directory, and any valid file name.
Changes Take Effect: After restart


Controls the name and location of the persistent cache file where Configuration Server data used by ICON is stored locally. You can use this in order to run multiple ICON Applications from the same directory using the same executable. Each ICON Application must have a different value for the three following options: cfg-dbname, pq-dbname, and agent-pstorage-name. If the ICON Applications are configured to write log data to a file or files, these filenames should also be different.

Notes:

  • This file is created only when ICON has cfg role set. For more on this role, see the description of the role option.
  • This file should be on a local hard drive. Avoid placing it on a network or removable drive.

 

lookup-queue-on-ringing

Section: gts
Default Value: 1, 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.400.20

Enables ICON to identify the parent party from AttributeThisQueue in the EventRinging TEvent in complex transfer scenarios when the transfer is completed to a distribution DN before the call rings on the target DN, such as in a two-step blind transfer from a Routing Point or a Queue. This option is useful only for T-Servers, such as SIP Server, that provide AttributeThisQueue in the EventRinging TEvent.

Default values:

  • 1—This is the default for SIP switches, SIP network switches, and VoIPSMCP switches.
  • 0—This is the default for other/non-SIP related switch types.

Valid values:

  • 1—ICON checks whether EventRinging has a value for AttributeThisQueue. If this attribute is present, ICON searches for an active party on this queue. If such a party exists, it is set as the parent party for the new party created on ringing.
  • 0—ICON does not check whether EventRinging has a value for AttributeThisQueue.

ring-divert

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: Immediately
Related Options: lookup-queue-on-ringing

Controls whether ICON identifies the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party in event flows in which EventRinging comes before EventDiverted or the call is routed to an external switch.

You can set this option on the Annex tab either of the Switch or the DN configuration object, or both. If it is set to a valid value, the DN-level option overrides the value set for the Switch.

Valid values:

  • 0 - ICON preserves its former behavior; that is, ICON does not identify the PARENTPARTYID or the PARENTLINKTYPE in the above-described event flows. Note however, that if the ring-divert option is set to 0, ICON can still identify the PARENTPARTYID or the PARENTLINKTYPE if the lookup-queue-on-ringing option is set to 1.
  • 1 - ICON correctly sets the value of the PARENTPARTYID and the PARENTLINKTYPE.

EventData

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately


Specifies the list of key names for which ICON stores KVP data in the G_CUSTOM_DATA_S table. This data is provided in AttributeUserData of EventUserEvent or attr_event_content of EventCustomReporting (provided via Interaction Server).

You can use this option to specify key names, such as R_TimeInFocus, which ensure that ICON writes the EventCustomReporting data used in interaction focus time reporting. For details, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

Notes:

  • The limit for option specifications is 255 characters. If your desired EventData option specification exceeds this limit, you can specify additional options in the format EventData_X, where X is any integer, 1 or greater. ICON recognizes all the EventData specifications as one option, and it concatenates the content of the options in sequence.
  • The field for the key 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.
  • Ensure that the key name you specify does not conflict with a key name specified in the AgentUserFields or GlobalData options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example:

  • EventData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

 

store-event-data

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately


Specifies what, if any, KVP data ICON stores in the G_CUSTOM_DATA_S table. The KVP data can come from AttributeUserData of EventUserEvent or from attr_event_content of EventCustomReporting.

Valid Values:

  • none - ICON does not store any KVP data.
  • all - ICON stores the values of all keys.
  • conf - ICON stores the values of the keys that are configured in the EventData option.

Notes:

  • To have ICON store the data Genesys Info Mart needs in order to determine the time that an interaction was in focus on an agent desktop, set the value of this option to all or conf.
  • For details about focus time reporting, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

 

use-server-partyuuid

Section: callconcentrator
Default Value: 0
Valid Values: 0, -1, 1
Changes Take Effect: After restart
Introduced: 8.1.508.09

Interaction Concentrator can use the SIP Server PARTYUUID as the PARTYGUID value to support multiple routing attempts in single-site and multi-site scenarios, if SIP Server provides this information. ICON stores the data in the TS_PARENTPARTYGUID column in the G_PARTY table with the key name parent-party-uuid from AttributeExtensions.

Valid Values:

  • 0 - ICON works in compatibility mode and generates the PARTYGUID rather than taking it from an external source. This also means that ICON does not write TS_PARENTPARTYGUID values. Note that when running in cluster mode, ICON always uses AttributePartyUUID to generate the PARTYGUID.
  • 1 - ICON takes the PARTYGUID from AttributePartyUUID (if available) and writes TS_PARENTPARTYGUID values (if available).
  • -1 - ICON behavior is defined at the moment it connects to T-Server or SIP Server.

 

same-dn

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.508.09

Controls whether ICON can correctly identify the DBID of a DN in multi-site environments where both a DN on an internal, monitored Switch and a DN on an external Switch have the same name. For additional information about this functionality, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name.  

Valid values:

  • 0—ICON does not use an extended mechanism to resolve the identity of external DNs.
  • 1—ICON uses the extended approach described above to resolve external DNs.

use-server-partyuuid

Section: callconcentrator
Default Value: 0
Valid Values: 0, -1, 1
Changes Take Effect: After restart
Introduced: 8.1.508.09

Interaction Concentrator can use the SIP Server PARTYUUID as the PARTYGUID value to support multiple routing attempts in single-site and multi-site scenarios, if SIP Server provides this information. ICON stores the data in the TS_PARENTPARTYGUID column in the G_PARTY table with the key name parent-party-uuid from AttributeExtensions.

Valid Values:

  • 0 - ICON works in compatibility mode and generates the PARTYGUID rather than taking it from an external source. This also means that ICON does not write TS_PARENTPARTYGUID values. Note that when running in cluster mode, ICON always uses AttributePartyUUID to generate the PARTYGUID.
  • 1 - ICON takes the PARTYGUID from AttributePartyUUID (if available) and writes TS_PARENTPARTYGUID values (if available).
  • -1 - ICON behavior is defined at the moment it connects to T-Server or SIP Server.

 

role

Section: callconcentrator
Default Value: all
Valid Values: A comma-separated list of valid roles
Changes Take Effect: After restart


Specifies the type of data that this ICON instance processes and stores in IDB. The option value must be lowercase. If you use uppercase letters in the option setting, the role defaults to all.

Valid Values:

  • all - Stores all types of data.
  • cfg - Stores the initial configuration state and a history of configuration changes retrieved from Configuration Server.
  • gcc - Stores interaction-related and party-related information; that is, T-Server and Interaction Server data that pertains to voice and multimedia interactions, and the parties associated with those interactions.
  • gls - Stores T-Server and Interaction Server data that pertains to agent states and agent login sessions.
  • gud - Stores T-Server and Interaction Server data that pertains to the attached data associated with calls.
  • lrm - In an environment with License Reporting Manager, stores license reporting data.
  • gos - In an environment with the Outbound Contact solution, stores OCS data that pertains to outbound calls and campaigns.

Prefixing an option value with a tilde (~) excludes that type of data from ICON processing, and includes all other types.

use-dss-monitor

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether ICON synchronizes user data and call-termination timestamps in IDB, and whether ICON writes to the G_DSS_*_PROVIDER tables.

Valid Values:

  • 1 - ICON does not synchronize user data and call-termination timestamps in IDB. As a result, user data and call-termination data are stored independently in IDB. Also, ICON writes data to the G_DSS_*_PROVIDER tables.
  • 0 - ICON synchronizes user data with call-termination data, or the call-termination data is updated only after user data is stored in IDB. Also, ICON does not write data to the G_DSS_*_PROVIDER tables.

The values true and false are also valid.

 

support-unicode

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart


Specifies whether Interaction Concentrator should expect Unicode data in environments with a Microsoft SQL IDB. This option overrides the DB Server utf8-ucs2 configuration option, which is configured in the DB Server Annex section.

Valid Values:

  • 0 - Retains the same functionality as in previous releases except that some additional Standard-level log messages are generated noting compatibility with the current Configuration Server encoding.
  • 1 - ICON checks that all necessary conditions to support Unicode are met: IDB encoding, Configuration Server encoding, and the DB Client version. If any necessary condition is violated, ICON prints a Standard-level log message and shuts down.

 

ssc-processing

Section: callconcentrator
Default Value: 1
Valid Values: 1, 0
Changes Take Effect: Immediately


Enables support for single-step conference reporting. By default, this option is set to recognize single-step conferences.

  • Single-step conferences made to an external DN are not supported.

Valid Values:

  • 1 - ICON processes single-step conference scenarios when an internal DN is added to the conference.
  • 0 - ICON does not process single-step conference scenarios. This value is provided solely for backward compatibility.

ignore-milliseconds

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

transport

Section: http
Default Value: TCP
Valid Values: TCP (Transmission Control Protocol)
Changes Take Effect: Immediately


Note: From release 8.1.512.08 forward, the functionality enabled by this option is no longer supported.

Specifies the transport layer protocol for the connection between ICON and its client.

protocol

Section: http
Default Value: sip
Valid Values: http, sip
Changes Take Effect: Immediately


Note: From release 8.1.512.08 forward, the functionality enabled by this option is no longer supported.

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.

port

Section: http
Default Value: No default value
Valid Values: Any integer in the range of 1 to 65535
Changes Take Effect: After restart


Note: From release 8.1.512.08 forward, the functionality enabled by this option is no longer supported.

Specifies the number of the port that ICON opens for HTTP listening.

Warning: The value for the port option must not coincide with the ICON Application object communication port that is opened for client connections.

user-named-option

Section: listeners
Default Value: No default value
Valid Values: Any string
Changes Take Effect: Immediately


Important: From release 8.1.512.08 forward, the functionality enabled by this option is no longer supported.

To enable access to the performance counters, configure an HTTP Listener option, and then configure a corresponding section, along with its port, protocol, and transport options.

  • You must provide the name for any option you create in the [listeners] section. One option name must match the name of a new section you create to define the parameters for an http connection.
  • Because ICON processes only the name of this option, but not the value, you can use the value to enter a short description for the connection; ICON prints this description to its log.

same-dn

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.508.09

Controls whether ICON can correctly identify the DBID of a DN in multi-site environments where both a DN on an internal, monitored Switch and a DN on an external Switch have the same name. For additional information about this functionality, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name.  

Valid values:

  • 0—ICON does not use an extended mechanism to resolve the identity of external DNs.
  • 1—ICON uses the extended approach described above to resolve external DNs.

adata-default-storage

Section: callconcentrator
Default Value: public
Valid Values: public, secure
Changes Take Effect: After restart


Specifies the default destination for storing attached data for keys not included in the XML specification file denoted by the adata-spec-name option value. ICON processes this option only if you enable attached data storage by setting the role option to either all or gud. This option applies to both voice and multimedia interactions.

Valid Values:

  • public - Data is stored in the G_USERDATA_HISTORY table.
  • secure - Data is stored in the G_SECURE_USERDATA_HISTORY table.

 

max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

ignore-milliseconds

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

timestamp-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Introduced: 8.1.512.08

Enables you to choose different alternatives for how Interaction Concentrator handles timestamps having fractions of milliseconds in TEvents and Interaction Server events.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior).
  • 1 - No rounding. ICON truncates fractions of milliseconds for timestamps in IDB.
  • 2 - Rounding enabled. ICON rounds fractions of milliseconds for timestamps in IDB.

 

max-party-info

Section: custom-states
Default Value: 16
Valid Values: Any integer from 4 to 128
Changes Take Effect: Immediately


Controls the number ICON stores of last calls/interactions and parties associated with a device. By default, ICON stores CallID and PartyID information for the 16 most recent calls/interactions and parties associated with a device into the G_CUSTOM_DATA_P, G_CUSTOM_DATA_S, and G_CUSTOM_STATES tables so that you can associate them with information from EventUserEvent and EventCustomReporting events.

If the number of parties in a call/interaction associated with a device is larger than the value set for this option, only the configured number of most recent calls/interactions and parties have informative values in the CallID and PartyID tables, while the value for all older calls/interactions and parties is null.

ICON stores information about recent parties participating in calls/interactions for a particular DN. In some scenarios, such as two-step transfers, a DN can participate in more than one call/interaction or participate multiple times in the same call/interaction. In such cases, ICON stores information for each call/interaction party the DN participated in, leading to multiple stored records for the same call/interaction. It might result in a reduced number of calls/interactions accepting custom information.

For a detailed discussion of user event and custom states reporting, see "Custom States in Interaction Concentrator" in the Interaction Concentrator User's Guide.  

log-call-failure

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Specifies whether Interaction Concentrator should print a standard-level error message when any of a number of call-processing errors occur. The message, if configured to appear, identifies the problem call using its CallUUID and call-creation timestamp. For details, see Setting Alarms for Call Processing Failures in the Interaction Concentrator User's Guide.

Valid Values:

  • 0 - ICON does not print a standard-level error message.
  • 1 - ICON prints a standard-level error message, but not more often than once every 30 minutes.
  • 2 - ICON prints a standard-level error message for every problem call. This value might result in an unduly large number of messages sent to Message Server. Use this value for diagnostic purposes only.

max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

acc-proc-tout

Section: callconcentrator
Default Value:
Valid Values:
Changes Take Effect:


In all 8.x releases of Interaction Concentrator, this option has a hard-coded value of 1 second and does not require you to set a value. If you change the option value, Interaction Concentrator disregards it.

In releases up to 8.1.514.08, this option was incorrectly described as having a configurable value.

Document Change History

This topic provides a record of documentation improvements and corrections made outside the scope of a software release.

This topic also provides a historical record of document content that was new or that changed significantly since the initial 8.1 release of Interaction Concentrator.

The most recent changes appear first.

Important
  • There was no 8.1.3 release of Interaction Concentrator.
  • There was no 8.1.513 release of Interaction Concentrator.

New in Document Version 8.1.514.47

  • Information about an issue that might cause the merge and purge procedures to fail in MS SQL Server 2019 Cluster deployments has been added to the Troubleshooting page.

Change in Document Version 8.1.514.08

  • Updated the description of the [callconcentrator]:acc-proc-tout option to indicate that, in all all 8.x releases, this option has a hard-coded value of 1 second and does not require you to set a value. If you change the option value, Interaction Concentrator disregards it.

New in Document Version 8.1.514.06

  • To restore backward compatibility, the default value for the max-userdata-length option has been changed from 1024 to 255. For details, see the [callconcentrator]:max-userdata-length option description.
  • The topic containing the tables of new features and other changes that were made to Interaction Concentrator in 8.1.5 releases, which was part of the Interaction Concentrator online migration document, has been moved the New Features and Modification in 8.1.5 topic in the Deployment Guide. It has also been reformatted to provide a more complete list of new features, with links to the major documentation updates made for each new feature or modification.
  • The migration procedures specific to 8.1.5 releases have been moved from the online migration document to the Appendix: Migration Procedures topic in the Deployment Guide. Note that this topic contains migration information only for releases 8.1.5 and higher. For instructions on how to migrate to earlier releases of Interaction Concentrator, see the Interaction Concentrator chapters in the Genesys Migration Guide.

New in Document Version 8.1.514.03

New in Document Version 8.1.514.02

  • Interaction Concentrator now stores a user-configurable number of the last calls/interactions and parties associated with a device. This enables more detailed reporting on the progress and outcome of interactions. To support this functionality, the max-party-info configuration option has been added to the [custom-states] section.

New in Document Version 8.1.512.00

  • The new [callconcentrator]:timestamp-processing configuration option replaces the recently-introduced [callconcentrator]:ignore-milliseconds option. The timestamp-processing option offers a more precise specification of how you want ICON to handle any necessary shortening of millisecond and microsecond timestamp values.
  • To keep backward compatibility with environments running Genesys Info Mart 7.6 or Genesys Info Mart 8.x releases earlier than 8.5.007.14, the new [callconcentrator]:max-userdata-length configuration option enables you to set the maximum data length in certain fields to 255 characters in IDB data.
  • Added a note to the description of the [callconcentrator]:adata-default-storage configuration option indicating that the values of the attr_is_online and attr_itx_agent_id attributes are always stored in the G_USERDATA_HISTORY table.
  • Added a note to the Switch-level same-dn option description and to the Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name section explaining that ICON does not correctly construct an external DN if it has the same name as the internal DN of the originating party.
  • Added a section in the Connections toggle section on the Configuring for Outbound Contact Data page explaining how to add OCS and T-Server to your ICON Application object Connections tab so as to gather data correctly from the desired switches.
  • Support for use of the HTTP Listener to monitor and report on Interaction Concentrator performance has been discontinued as of this release. A note recording the end of support has been added to the "HTTP Listener" section under the Configure the Options tab heading. As a result of this discontinued support, the following configuration sections and options are obsolete for release 8.1.512.08 and later:
    • [listeners] section
    • [user_named_section] section (by default, this section is known as the [http] section)
    • user-named-option configuration option in the [listeners] section
    • port configuration option in the [user_named_section] section
    • protocol configuration option in the [user_named_section] section
    • transport configuration option in the [user_named_section] section

New in Document Version 8.1.511.00

  • Added a description of the new [callconcentrator]:ignore-milliseconds configuration option, which enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.
  • Updated the description of the [callconcentrator]:ssc-processing configuration option to specify that Interaction Concentrator does not support single-step conferences that include an external DN.
  • Added notes indicating that PostgreSQL IDB requires you to use DB Server release 8.1.301.11 or higher, which uses DB Client 8.5.1, to the Planning your Deployment and Deploying DB Server pages.
  • Consolidated the deployment information by moving the content from the top-level Deployment Procedures page (now deleted) to the top of the Configuration and Installation page.

New in Document Version 8.1.510.00

New in Document Version 8.1.509.00

  • Added a note in the description of the [callconcentrator]:use-server-partyuuid configuration option explaining that the parent parties identified by ICON and SIP Server might not correspond.

New in Document Version 8.1.508.00

  • Added a short explanation of the new functionality that enables ICON to correctly store the value for otherDN when both an internal (local) DN and an external DN have the same name. This functionality requires you to configure the new Switch-level same-dn configuration option.
  • Added a description of the new [callconcentrator]:use-server-partyuuid configuration option, which enables Interaction Concentrator to support multiple routing scenarios in single-site and multi-site environments running SIP Server release 8.1.102.13 or higher.
  • Added information about the settings required for internationalization on the PostgreSQL RDBMS.
  • Updated a number of ICON configuration options to indicate that the values 0 and 1 are valid as well as the already-documented values of false and true.

New in Document Version 8.1.507.00

  • Updated the descriptions of the [custom-states]:store-event-data and [custom-states]:EventData options to indicate the settings required to report on EventCustomReporting data (which can be used to report on interaction focus time).
  • Created a Log Events Appendix, which contains full documentation of all Interaction Concentrator log events that have been added since the latest publication of the Framework Combined Log Events Help.
  • Corrected the list of user data keys that must be explicitly specified in the attached data specification file to capture all possible Universal Routing Server (URS) attached data. For details, see Universal Routing Server Attached Data.
  • Updated the description of the DN-level ring-divert option to indicate that ICON can identify the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party even if the ring-divert option is set to 0, as long as the Switch-level lookup-queue-on-ringing option is set to 1.

New in Document Version 8.1.506.00

  • ICON now enables you to run multiple ICON Applications from the same directory using the same executable. See Running Multiple ICON Applications from the Same Directory for details. The new [callconcentrator]:cfg-dbname option must be configured to support this functionality.
  • The description of the [callconcentrator]:store-releasing-party configuration option has been updated to specify that ICON supports this functionality for all switches that provide the necessary information. To determine whether your switch supports this functionality, check your T-Server/SIP Server documentation.
  • Added a recommendation to set the NLS_LANG environment variable in all installations using an Oracle database.

New in Document Version 8.1.505.00

New in Document Version 8.1.504.00

  • Added a brief statement of support for Hunt Groups, with links to the relevant configuration information.
  • The valid value for minimum re-registration timeout in the Switch-level gcti-re-registration-tout configuration option has been corrected. 0 is now included as a valid value.

New in Document Version 8.1.503.00

  • Added information on the new DN re-registration functionality. For details see "Configuring DN Re-registration" on the Configuring for Voice Data page and the description of the new gcti-re-registration-tout Switch-level configuration option.
  • Added a note to inform you that the separate purge procedures (gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and, gsysPurgeOS) have been discontinued as of this release. To purge IDB, use the gysyPurge81 or purgePartitions811 purge procedure.
  • Corrected the descriptions for the delivered-flag, support-dn-type-N, and suppress-user-data Switch-level configuration options.

New in Document Version 8.1.502.00

New in Document Version 8.1.501.00

  • Added descriptions of the following configuration options:
  • Added a note about support for single-step conference scenarios to the description of the DN-level ring-divert option.
  • Revised the information about the attached data specification file to indicate that changes to the file are now made dynamically. See Configuring for Attached Data and the About tab on the Attached Data Specification File page.
  • Updated the configuration recommendations for License Reporting Manager (LRM) to include the updated instructions on how to configure the ICON lrm role for LRM reporting. See the Recommended Role Assignments tab on the ICON Roles page and Configuring for LRM Data.

New in Document Version 8.1.401.00

  • The Deployment Guide was converted from PDF-only format to this online format, with the option of printing a PDF, if desired.
  • Added descriptions of two new configuration options: [callconcentrator]:cfg-annex and the DN-level do-not-register.
  • Updated the name of the new migration script name format used in releases 8.1.4 and higher. For details on the migration scripts, see the Interaction Concentrator 8.1 Deployment Procedure.
  • Added an item to the About Interaction Concentrator topic noting support for encrypted RDBMSs and support for having TEvent attached data hidden in log files. For details on this functionality and how to configure it, see the Genesys Security Deployment Guide.

New in Document Version 8.1.201.00

  • Added information on how to configuring IDB on PostgreSQL and specified the details of DAP configuration appropriate to PostgreSQL.
  • Added notes stating new ICON support for dynamic updates to T-Server host and port changes.
  • Added a section on security features and configuration requirements to the section on Deployment Planning.
  • Added a recommendation to install ICON on the same host as the T-Server or Interaction Server for which it writes data.
  • Added information about the option to purge the persistent queue file upon ICON startup to the information on the Persistent Queue file.
  • Added notes to indicate that the gsysIRMerge and gsysIRMerge2 stored procedures are compatible with Genesys Info Mart 7.x but are not needed by Genesys Info Mart 8.x.
  • Added notes to indicate that the gsysIRMerge and gsysIRMerge2 stored procedures are not applicable to the PostgreSQL RBDMS.
  • Configuration option additions, updates and corrections:
    • Added descriptions of the [callconcentrator]:cseq-adjustment, [callconcentrator]:gls-enforce-reason-code, [callconcentrator]:pq-startup-purge, ring-divert (Switch-level and DN-level), and gls-improve-data-for-agent (Switch-level) configuration options.
    • Added a reference to the information about the GSYS_EXT_INT1 field in the G_PARTY_HISTORY table to the description of the DN-level ivr configuration option.
    • Added notes to the [callconcentrator]:om-memory-optimization and [callconcentrator]:calls-in-the-past options stating the releases in which the om-memory-optimization setting could override the calls-in-the-past setting.
    • Corrected and clarified the wording for the gls-acw-first option (configured on the ICON Application object, [callconcentrator] section, and the Switch object).
    • Corrected and amplified the description for the Switch-level sst-options configuration option.
    • Added notes to advise users that the values for the [callconcentrator]:role option must be set in lowercase only, not uppercase or mixed case.
  • Updated the name of the Genesys eServices product by changing it from eServices/Multimedia simply to eServices, its current name. Multimedia was the former product name.
  • Added notes instructing readers to restart the ICON server after any change to the attached data specification file.

New in Document Version 8.1.101.00

  • Purge by Truncating Partitions
    • Described new scripts and stored procedure, purgePartitions811, for creating and using a partitioned Oracle RDBMS that is set up so as to be able to purge data by truncating partitions:
    • Added the purgePartitions811 stored procedure to the list of purge procedures.
    • Noted important considerations to take into account before implementing the purge by truncating partitions functionality.
    • Added deployment instructions for creating a partitioned Oracle IDB that can then be purged using the purgePartitions811 stored procedure.
    • Listed the new initialization scripts used to partition IDB and to enable purging by truncating partitions.
Important
In this release, partitioning is supported only on Oracle 11 or higher.
  • Added Information on IDB Update Scripts for Genesys Info Mart—Added descriptions of the update_idb_for_gim.sql and update_idb_for_gim_mm.sql scripts, required for environments running Genesys Info Mart.
  • New PQ File Requirement—Added a note informing users of the requirement to locate persistent queue files on a local drive.

This page was last edited on February 3, 2021, at 14:45.
Comments or questions about this documentation? Contact us for support!