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x-server-dbw-debug-level

Specifies whether data written into the persistent queue and IDB is printed to the log. Genesys recommends that you do not change the default setting (0), because printing that data to the log can significantly increase log size and impact system resources.

  • Configured in: ICON Application, Options tab, log section
  • Default value: 0
  • Valid values: 0, 1
  • 0—Suppresses printing data to the log.
  • 1—Enables printing data to the log.
  • Changes take effect: Immediately

x-server-debug-level

Like the x-server-trace-level option, specifies the verbosity with which ICON prints troubleshooting-related logs. ICON supports both option names, but Genesys recommends using the x-server-trace-level option name. For more information, see the description of the x-server-trace-level option (page 151).

x-server-smtp-trace-level

Specifies the verbosity with which ICON logs messages related to its SMTP communications. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to data-writing operation messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-server-http-trace-level

Specifies the verbosity with which ICON logs messages related to its HTTP communications. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to data-writing operation messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-server-gcti-trace-level

Specifies the verbosity with which ICON logs messages related to its CTI communications. Messages can include TEvents that ICON receives from T-Server, including call-related and party-related events, and they can also include reports about CTI transactions. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to CTI communications messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-server-dbw-trace-level

Specifies the verbosity with which ICON logs messages related to data-writing operations with the persistent queue and IDB. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to data-writing operation messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-server-config-trace-level

Specifies the verbosity with which ICON logs messages related to the configurations of the objects on which it relies. Messages can include configuration information about ICON’s own Application object. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to configuration information messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-server-trace-level

Specifies the verbosity with which ICON prints troubleshooting-related logs. This option sets the default value for all troubleshooting-related log options that are unique to ICON. That is, the value that you set for this option applies to the following function-specific options if you do not configure them:

x-conn-debug-open
x-conn-debug-select
x-conn-debug-timers
x-conn-debug-write
x-server-config-trace-level
x-server-dbw-trace-level
x-server-gcti-trace-level
x-server-sip-trace-level
x-server-smtp-trace-level
x-server-http-trace-level

For more information about each function-specific option, see the descriptions starting on page 150.

If you do set a value for any of these function-specific options, and if that value differs from the x-server-trace-level option value, the function-specific option value supersedes the x-server-trace-level option value for log messages related to that particular function.

  • Configured in: ICON Application, Options tab, log section
  • Default value: 0
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-print-attached-data

Specifies whether userdata will be printed to the log. Genesys recommends that you do not change the default setting (false), because printing userdata to the log can significantly increase log size and impact system resources.

  • Configured in: ICON Application, Options tab, log section
  • Default value: false
  • Valid values:
    • true—Enables printing userdata to the log.
    • false—Suppresses printing userdata to the log.
  • Changes take effect: Immediately

x-conn-debug-write

Specifies the verbosity with which ICON logs messages related to outgoing information at a transport protocol level. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to outgoing information messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-conn-debug-timers

Specifies the verbosity with which ICON logs messages related to triggering connection timers at a transport protocol level. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to connection timer–triggering messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-conn-debug-select

Specifies the verbosity with which ICON logs messages related to incoming information at a transport protocol level. This option may significantly increase log volume. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to incoming information messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

x-conn-debug-open

Specifies the verbosity with which ICON logs messages related to network connections and disconnections at a transport protocol level. The value 0 disables troubleshooting-related logging, and the value 3 produces the most detailed logs. Any value that you set for this option supersedes the value set for the x-server-trace-level option (see page 151) with regard to network connection messages.

  • Configured in: ICON Application, Options tab, log section
  • Default value: As specified by the x-server-trace-level option
  • Valid values: 0|1|2|3
  • Changes take effect: Immediately

Configuration Options

This chapter describes the configuration options that you can set for effective operation of your Interaction Concentrator (ICON) Application object. It contains the following sections, one for each Application object for which you must set options.

Important
In addition to the configuration options described in this chapter, Interaction Concentrator supports the common log options that are described in the Framework Configuration Options Reference Manual.


This section describes the options that you define on the Options tab of your Interaction Concentrator (ICON) Application object.

You do not have to configure any options in order to start Interaction Concentrator. However, the available Configuration options can greatly affect the performance and effectiveness of your Interaction Concentrator application. Review the information about all of the configuration options for the ICON Application object in order to identify and configure the settings that are appropriate to your environment.

Configuration Server recognizes the following sections for ICON Application objects:

For ease of reference, the options in this section are grouped by area of functionality (presented in alphabetical order) as follows:
[+] Agent login session metrics


[+] Agent login session
[+] Attached data
[+] Custom dispatcher
[+] Database writing
[+] High Availability
[+] HTTP Connection
[+] ICON Role
[+] IDB
[+] In-memory queue
[+] Multimedia
[+] Operational memory
[+] Outbound metrics
[+] Partitioning
[+] Persistent queue
[+] Scenario recognition
[+] Synchronization
[+] Virtual Queue

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In addition to the log options that are common to all Genesys Server applications, and that are described in the Framework Configuration Options Reference Manual, Interaction Concentrator supports a number of unique log options that can help you troubleshoot various scenarios when you deploy ICON and test its functionality in your environment. Use the log section on the Options tab to set all of the Interaction Concentrator log options. The meaning of the log options valid values are as follows:

  • 0—No troubleshooting-related logging
  • 1—Logging of errors only
  • 2—Detailed troubleshooting-related logging
  • 3—Full details in troubleshooting-related logging
x-conn-debug-open Option
x-conn-debug-select Option
x-conn-debug-timers Option
x-conn-debug-write Option
x-print-attached-data Option
x-server-trace-level Option
x-server-config-trace-level Option
x-server-dbw-trace-level Option
x-server-gcti-trace-level Option
x-server-http-trace-level Option
x-server-smtp-trace-level Option
x-server-debug-level Option
x-server-dbw-debug-level Option

Text

DN Configuration Options

This section describes the ICON-related configuration options that you configure on the Annex tab of a DN configuration object. Interaction Concentrator processes these options.

gts Section
You must name this section gts in the configuration.

emulate-event-queued Option
Enables the emulation of EventQueued for this particular DN. This setting supersedes the value set in an EventQueued-related option at the Switch level.

Important
Generation of EventQueued for a Routing Point, a Routing Queue, and an External Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment.
  • Default values:
    • 0—For a Routing Queue DN
    • 1—For a Routing Point DN and an External Routing Point DN
  • Valid values:
    • 0—EventQueued is not emulated.
    • 1—EventQueued is emulated.
    • Changes take effect: Immediately

ivr Option
Specifies whether ICON treats this DN as an IVR port. By default, ICON identifies DNs as IVR ports using one of the following criteria:

  • DN has a type of Voice Treatment Port in Configuration Database.
  • DN has a type of ACD Position or Extension, and it is specified as an Associated DN in the properties of the IVR port.
  • Default value: 0
  • Valid values:
    • 0—ICON does not recognize this DN as an IVR port unless the DN configuration satisfies one of the above criteria.
    • 1—ICON treats this DN as an IVR port regardless of other configuration parameters specified for this DN.
  • Changes take effect: Immediately
Important
  • You must set the value of this option to 1 if (a) you want ICON to reliably report that the endpoint associated with a party is an IVR port and (b) the DN configuration does not satisfy either of the above criteria. Note that ICON does not limit the DNs to which you can apply this configuration value, and there are no internal checks to verify that the value is correct for your deployment. Set this configuration option carefully to avoid unwanted downstream implications. For example, if you incorrectly set this option to 1 for a non-IVR device type, ICON will report it as an IVR device, and the downstream reporting application might interpret ICON data incorrectly.
  • See the gls-ivr option description on page 144 to exclude data about agent activity associated with this IVR device from IDB storage. See also the description of the GSYS_EXT_INT1 field in the G_PARTY_HISTORY table, which can be found in the Interaction Concentrator 8.1 Physical Data Model for your RDBMS.

monitor Option
Applicable to DNs of the Virtual Queue type, this option enables the processing of Virtual Queue–related events for this particular DN. This option is meaningful only when the support-dn-type-5 configuration option is set to 1 (default) in the corresponding Switch object configuration (see page 167).

  • Default value: 1
  • Valid values:
    • 0—ICON does not handle any Virtual Queue–related events for this DN.
    • 1—ICON processes Virtual Queue–related events for this DN.
  • Changes take effect: Immediately

ring-divert Option
Controls whether ICON identifies the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party in event flows in which EventRinging comes before EventDiverted or the call is routed to an external switch.

Tip
You can set this option in the Annex section either of the Switch or the DN configuration object, or both. If it is set to a valid value, the DN option overrides the value set for the Switch.
  • Default Value: 0
  • Valid Values: 0, 1
    • 0—ICON preserves its former behavior; that is, ICON does not identify the PARENTPARTYID or the PARENTLINKTYPE in these event flows.
    • 1—ICON correctly sets the value of the PARENTPARTYID and the PARENTLINKTYPE.
  • Changes Take Effect: If set for the Switch, changes take effect after ICON is restarted; if set for the DN, changes take effect immediately.
Important
Interaction Concentrator does not support event flows in which EventRinging comes before EventDiverted for two-step transfer scenarios in which the transfer is completed before the call rings on the target DN. This is the case even if you set the ring-divert option value to 1.

Script Configuration Options

This section describes the ICON-related configuration options that you configure on the Annex tab of Script configuration objects of the interaction queue and simple routing (for a routing strategy) types. Interaction Concentrator processes these options.

callconcentrator Section
You must name this section callconcentrator in the configuration.

objects of type: interaction queue

om-memory-clean Option
Specifies whether ICON immediately removes an interaction from memory when the interaction is placed in the interaction queue.

Important
The om-memory-optimization option (see page 123) must be set to true in order for om-memory-clean to work.
  • Default value: 0
  • Valid values:
    • 0—ICON does not take any special action to remove an interaction when it is placed in the interaction queue.
    • 1—ICON immediately removes an interaction when it is placed in the interaction queue.
    • Changes take effect: After restart
Important
Regardless of the value of this option, the removal of an interaction from ICON memory can be triggered by the value set for the om-max-in-memory option (see page 123).

objects of type: simple routing

om-activity-report Option
Specifies whether ICON stores activity data that is related to a particular strategy. If the value is set to false, ICON does not store in IDB any data about parties for this strategy or any user data changes that are made by this strategy.

  • Default value: true
  • Valid values: true, false
  • Changes take effect: After restart
Important
Regardless of the value of this option, ICON will always process EventInteractionStopped events.

DAP Configuration Option

This section describes the ICON-related configuration option that you configure on the Options tab of a Database Access Point (DAP) Application configuration object that specifies the IDB connection. Interaction Concentrator processes this option.

callconcentrator Section
You must name this section callconcentrator in the configuration.

role Option
Specifies the type of data that ICON is allowed to store in IDB through this DAP. Use this option when you are writing different types of ICON data to different databases.

Important
Role assignments must be configured using only lower case (for example, cfg). ICON interprets uppercase (CFG) or mixed case (Cfg) settings as invalid and defaults to the all role.
  • Default value: all
  • Valid values: A comma-separated list including any of the following:
    • cfg—Stores the initial configuration state, and a history of configuration changes retrieved from Configuration Server.
    • gcc—Stores call-related and party-related information&mdashthat is, T-Server and, if applicable, Interaction Server data that pertains to calls and the parties associated with those calls.
    • gls—Stores T-Server and, if applicable, Interaction Server data that pertains to the agent states and agent login sessions.
    • gud—Stores T-Server and, if applicable, Interaction Server data that pertains to the attached data associated with calls.
    • gos—In an environment with Outbound Contact, stores OCS data that pertains to outbound calls and campaigns.
  • Changes take effect: After restart

Any combination of the valid values can be used. Prefixing an option value with a tilde (~) excludes that type of data from database storage through this DAP, and includes all other types. For example, the value ~cfg deactivates the storage of configuration data through this DAP, and activates processing and storage of all other types of data.

All types of ICON data go through the same DAP in the following cases:

  • No role option is specified for the DAP.
  • The role option is specified, and its value is explicitly set to all.
  • You specified only one DAP Application object on the Connections tab of the ICON Application object.
Important
  • Regardless of whether a given DAP handles all types of ICON data or a subset of them, a separate database connection is opened for each type of data.
  • Ensure that the role that you specify for the DAP is consistent with the role that you specify for the ICON instance.
  • A DAP cannot be assigned the lrm role. If you do so, it is ignored and the default value (all) is used.

Example role values:

  • role = cfg,gcc,gud
  • role = all
  • role = ~cfg

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