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.

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 3rd Party Media in the Interaction Concentrator 8.1 User’s Guide. ICON Application To enable ICON to receive eServices and 3rd 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. Configure these applications using the actual Interaction Server host and port settings, following the instructions below. To have ICON recognize connect to Interaction Server, execute the following steps: 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). 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. Designate the multimedia switch that Interaction Server uses as a switch for the T-Server-type application. Add the T-Server-type application to the Connections tab of the ICON application (instead of the Interaction Server application). If ICON is already running, restart it. Starting in release 8.1.2, if host or port information changes for any T-Server listed on the Connections tab, Interaction Concentrator dynamically reconnects using the new connection parameters. While ICON disconnects from the prior host/port and connects to the new one, there might be a brief gap in data received from the T-Server. In releases 8.1.0 and 8.1.1, you must restart ICON for updates to listed T-Servers to take effect. 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 page 118. Configuring for 3rd Party Media To enable ICON to store information about 3rd 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 information about this option, see page 122.