Special Configuration Requirements

This section 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).

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. Connections To enable ICON to receive voice data and store it in IDB, you must configure ICON connections to appropriate T-Server instances.

Configuring for Voice Data

Any ICON Application object that has a configured connection to T-Server processes 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.

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 1.

Filtering Data

To improve Interaction Concentrator performance, consider excluding certain types of data from IDB storage. Review the filtering options in the filter-data Section, 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 0 (the default). Otherwise, ICON does 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 on 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 8.1 User’s Guide.