agent-pstorage-name
Section: callconcentrator
Default Value: apstorage.db
Valid Values: Any valid file name
Changes Take Effect: After restart
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.
pq-dbname
Section: callconcentrator
Default Value: icon_<dbid>.pq
Valid Values: Any valid file name, :memory:
Changes Take Effect: After restart
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 (the 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.
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.
Planning Your Deployment
This topic provides the following information that you need in order to plan an Interaction Concentrator (ICON) installation:
Compatibility
This section lists the various Genesys components with which Interaction Concentrator release 8.1 is compatible. For information about supported operating systems and relational database management systems (RDBMSs), see the Genesys Supported Operating Environment Reference Guide.
The table below lists the Genesys product components with which Interaction Concentrator operates. Refer to Interaction Concentrator 8.1 Release Note for any updates to the release requirements for the various components.
| Area of Functionality | Component/Product |
|---|---|
| Configuration Layer | Configuration Server release 7.6 or higher DB Server release 7.6 or higher Notes:
|
| Management Layer | Message Server release 7.6 or higher Local Control Agent release 7.6 or higher |
| T-Server | T-Server release 7.6 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 Avaya switches (requires Avaya Communication Manager 8.0.101.05 or higher). |
| eServices (formerly Multimedia or Multi-Channel Routing (MCR)) | eServices 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 | Outbound Contact Server release 7.6 or higher |
| Universal Routing | Universal Routing Server release 7.6 or higher |
Prerequisites
Interaction Concentrator has important specific requirements noted in the following subsections. Before you install Interaction Concentrator, review the requirements and recommendations in thefollowing sections:
- Hosting
- Genesys Management Framework
- Telephony Objects
- T-Server
- Outbound Contact
- Universal Routing
- Multimedia
- Interaction Database (IDB)
- Security Features
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 Network Locations for Framework Components 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).
- For better data reliability install ICON as close to T-Server as possible. Ideally, ICON should be on same physical host as the T-Server or Interaction Server for which it gathers data. This prevents network disruptions within the LAN from making an impact on data quality. If you are running a high availability environment, the second instance of ICON should be on a different host but in same subnet as the T-Server or Interaction 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.
Genesys Framework
Deploy the Genesys Framework components before you deploy Interaction Concentrator.
Configuration Layer
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.
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.
Management Layer
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 or Genesys Administrator/Genesys Administrator Extension.
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.
Telephony Objects
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 DN (Directory Number) object for each user’s telephone number.
- For configuration settings that are specific to Interaction Concentrator, see Switch Configuration Options and DN Configuration Options.
T-Server
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.
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.
Outbound Contact
To provide outbound information to ICON, at least one OCS application must exist and be properly configured. 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 Genesys Migration Guide. For recommendations on how to enable outbound reporting in Interaction Concentrator, refer to Integrating with Outbound Contact.
Universal Routing
If you intend to collect data about virtual queues, deploy components of Universal Routing that support virtual queue functionality. If you have an earlier release of Universal Routing, upgrade to a release that supports virtual queue functionality.
In order to provide virtual queue information to Interaction Concentrator, at least one URS application must exist.
Interaction Concentrator functionality related to writing extended routing results from virtual queues into IDB requires Universal Routing Server (URS) release 7.6 or higher. To enable extraction of this extended routing 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 8.1 Deployment Guide. For Universal Routing migration instructions, see the Genesys Migration Guide. For recommendations on how to enable virtual queue reporting in Interaction Concentrator, refer to Monitoring Virtual Queues and Routing Points.
Interaction Concentrator functionality related to storing virtual queue history in IDB requires URS release 8.1 or higher.
Multimedia
If you intend to collect interaction, agent state, and agent login session data for eServices (email and chat) and/or 3rd Party Media interactions, configure and install Interaction Server, if it is not yet deployed (for instructions, see the eServices Deployment Guide).
- For deployment architectures supported by ICON, see the Multimedia tab of the Supported Deployment Scenarios page.
The Interaction Server from which an ICON instance should collect data must be listed among the connections of the ICON Application object. (Or, if you are running a release of ICON prior to 8.1.502.04, the connection to Interaction Server will be represented by a T-Server object. For more information, see Configuring for Multimedia Data.)
For information about—and deployment instructions for—Interaction Server, see the eServices Deployment Guide. For recommendations on how to enable multimedia reporting in Interaction Concentrator, refer to Integrating with eServices and 3rd Party Media in the Interaction Concentrator 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. For full information about supported RDBMSs and RDBMS versions, see the Genesys Supported Operating Environment Reference Guide. For the changes in RDBMS support introduced with Interaction Concentrator 8.1, see the Interaction Concentrator 8.1 Release Note.
When planning an installation, observe the following recommendations for IDB:
- Review the information about the IDB structure in Introducing IDB Schema.
- Estimate IDB size, using the Interaction Concentrator 8.1 Database Size Estimator. For more information, see the Database Sizing tab on this page.
- To improve performance, locate your ICON IDB and the associated DB Server application close together in your network topology.
Security Features
Interaction Concentrator supports the following security features:
- Encrypted RDBMSs
- Hiding TEvent attached data from logs.
- Hiding sensitive attached data information in the ICON log file at all log levels.
- If any attached data is configured to be hidden, ICON debug-level messages may hide all attached data keys and values, not just the keys configured to be hidden.
- The default-filter-type option in the [log-filter] section and the <key-name> options in the [log-filter-data] section are configured in the ICON Application object. However, the description of the default and valid values, and a full explanation of how these options work, are located in Hide Selected Data in Logs (in the Genesys Security Deployment Guide).
Support for Secure Connections
- Starting with release 8.1.1, Interaction Concentrator supports Transport Layer Security (TLS) and TLS-FIPS connections.
- Starting with release 8.1.2, Interaction Concentrator Supports client-side port definition, to provide secured connections to T-Server, SIP Server, Configuration Server, and Message Server.
On Windows platforms, support for TLS is integrated into the operating system, and there are no additional requirements to enable Interaction Concentrator to support it. On UNIX-based platforms, you must install the Genesys Security Pack on the Interaction Concentrator host.
For details on all of the supported security features, see Security Features in the Interaction Concentrator User's Guide and the Genesys Security Deployment Guide.
Antivirus Guidelines
Antivirus software can affect system performance and response time but may be necessary to prevent and detect viruses. Genesys recommends that you keep antivirus software enabled on the host where the ICON application is running and monitor performance to ensure there is no impairment to ICON, or to other applications running on the same host.
If you find that antivirus scanning has a significant performance impact, consider excluding the following files and folders from antivirus scanning.
- The log folder.
- The three files ICON creates to store information before writing it to IDB. The filenames are configured in the cfg-dbname, pq-dbname, and agent-pstorage-name options.
To reduce the risk of disabling antivirus scanning, Genesys recommends that you do not put any executable files into unscanned folders and that you prohibit execute permissions on those folders.
General Considerations
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, and answer the following questions:
- How many ICON servers do you need, and what data should each ICON instance handle? From what sources will the data come to a given ICON instance?
- How many Interaction Databases do you need, and what data will each IDB instance store? Which ICON instances will store the data into a particular IDB instance? In the case of multiple IDB instances, will you need to deploy a centralized IDB, and, if so, from which subset of IDBs will data be merged into the centralized IDB? How often should the merge procedure be run?
- How many DB Server applications do you need, if you deploy multiple IDB instances? Will any of these DB Server instances handle database requests for servers other than ICON?
- How many Database Access Point (DAP) applications do you need? What data will each particular ICON instance store through each DAP?
The answers to these questions will help you determine the Interaction Concentrator deployment topology and the main configuration settings for all components.
Database Sizing
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.
Genesys provides an interactive tool to help you estimate the required size of your IDB. This tool, the Interaction Concentrator 8.1 Database Size Estimator, is a Microsoft Excel spreadsheet.
For more information about database sizing and deployment guidelines, see the Interaction Concentrator section in the Genesys Hardware Sizing Guide. The Genesys Info Mart section of the Genesys Hardware Sizing Guide can also provide helpful sizing and performance information for Interaction Concentrator.