ICON Deployment Guide

Interaction Concentrator collects and stores detailed data from various sources in a contact center that is empowered with Genesys software. Downstream reporting systems can access Interaction Concentrator data in near real time.

This guide includes the following information:

Features and Functionality

Find overview information about architecture, components, and other concepts for ICON.

• Features and Functionality—A high-level survey listing what ICON does.
• Components and Their Functions—Introduces the ICON Server and IDB and explains what each does.

Planning

Find considerations to ensure your deployment fits your aims and environment.

• Prerequisites and Considerations—Lists compatible Genesys components, various prerequisites, and general considerations. This section includes information about supported deployment scenarios and the role option.

Deploying

How to configure and install Interaction Concentrator.

• Deploying Interaction Concentrator—This section also includes additional configuration needed for various types of deployments (such as multimedia, Outbound, and LRM) and details about configuration options.

Troubleshooting

How to resolve various issues that might affect Interaction Concentrator.

• Troubleshooting