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.
• Components and Their Functions—Introduces the ICON Server and IDB.

Planning

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

• Prerequisites and Considerations—Lists compatible Genesys components, prerequisites, and 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 references to the relevant configuration options.

Additional Information

• Troubleshooting
• Starting and Stopping
• Attached Data Samples—Attached Data Specification File and Sample Script for Custom Attached Data