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

Switch Configuration Options

This section describes the configuration options that you configure on the Annex tab of any Switch configuration object that is monitored by a T-Server related to your Interaction Concentrator. Interaction Concentrator processes these options.

Important

The information in this section does not apply to Multimedia switches.

gts Section
All the Switch configuration options that affect Interaction Concentrator behavior are contained in a special configuration section, gts. If required, you must create this section on the Annex tab of the Switch object.

call-deletion-timeout Option
Specifies the amount of time, in seconds, that ICON delays call context deletion after receiving a notification that the call has been deleted in T-Server. Default value: 30 Valid values: 3–600 Changes take effect: Immediately delivered-flag Controls when an unmonitored party is reconstructed (regarding an event flow), and when a transition to the alerting state occurs for this party in the call to an external destination (regarding the switch). Default values: 0 (For all switches except Cisco CallManager) 1 (For Cisco CallManager) Valid values: 0 The alerting state is generated when EventDialing arrives. 1 The alerting state is generated when EventNetworkReached arrives. 2 The alerting state is generated when EventEstablished arrives. 3 An unmonitored party is not reconstructed. Note: Genesys Customer Care recommends that you set the value of this option to 3 only for a particular event flow. Changes take effect: After restart

emulate-event-queued-extrp Option
Enables the emulation of EventQueued for an External Routing Point that belongs to this switch. Note: Generation of EventQueued for 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 value: 1 Valid values: 0 EventQueued is not emulated. 1 EventQueued is emulated. Changes take effect: Immediately Note: For help setting this option correctly, contact Genesys Customer Care.

emulate-event-queued-rp Option
Enables the emulation of EventQueued for a Routing Point that belongs to this switch. Note: Generation of EventQueued for a Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment. Default value: 1 Valid values: 0 EventQueued is not emulated. 1 EventQueued is emulated. Changes take effect: Immediately Note: For help setting this option correctly, contact Genesys Customer Care.

emulate-event-queued-rq Option
Enables the emulation of EventQueued for a routing queue that belongs to this switch. Note: Generation of EventQueued for a routing queue depends on a particular T-Server and its switch. ICON requires this event for a correct party representation in any environment. Default value: 1 Valid values: 0 EventQueued is not emulated. 1 EventQueued is emulated. Changes take effect: Immediately Note: For help setting this option correctly, contact Genesys Customer Care.

fix-time-stamps Option
Enables adjustment of timestamps when the CTI event contains an earlier timestamp than the timestamp from a previously received CTI event. Default value: 0 Valid values: 0 Adjustment is disabled. Any non-zero integer Adjustment is enabled. Changes take effect: After restart

gls-acw-first Option
Specifies, for this switch, which interaction ICON associates with after-call work (ACW). The default value, -1, tells ICON to use the setting of the gls-acw-first configuration option as specified at the ICON application level (described on page 105). For SIP switches, the default value results in the same functionality as setting the option to 0. Setting this option to 1 enables ICON to associate after-call work with the voice interaction that most recently changed the agent’s state from NotBusy to Busy (the first voice interaction). In this case, subsequent voice interactions that occur during the period of after-call work are considered as related to ACW processing and should not interrupt measurement of ACW-related metrics. When the agent logs out, changes his or her state to Ready, or goes NotReady for any reason other than to perform after-call work, ICON reports the end of the current ACW state. Setting a value other than the default for this option overrides any explicit setting of the gls-acw-first configuration option at the ICON application level. Note: To associate the first ACW value, specify the value of this option on the switch Application. A change to the setting of this option on the ICON Application does not propagate to SIP switches. Default value: -1 Valid values: -1 ICON uses the value of the gls-acw-first option specified in the ICON Application object. If no value is set at the application level, ICON associates the last voice interaction with after-call work. 0 ICON associates the last voice interaction with after-call work. 1 ICON associates the first voice interaction with after-call work. Changes take effect: After restart

gls-associations-rule Option
Controls, for this switch, how ICON associates DNs with a given agent login session. You can configure DN associations in Configuration Layer in two ways: By adding DNs to the same Place object. (For example, a DN of Position type and DN of Extension type on the same phone set on an Avaya switch must belong to the same Place. Another example involves DNs of different media types that are included into the same Place.) By creating a relationship between two DNs through the Association field in the DN Properties window. The gls-associations-rule option enables ICON to process signaling on the associated DNs as follows: With the setting of -1, ICON creates two separate login sessions for an agent who logs in with two different login IDs at two DNs that belong to the same place. For example, when one DN is used for multimedia interactions and another DN is used for voice interactions, ICON handles agent login sessions at these two DNs separately. With the setting of 0, ICON creates a single login session for two DNs that belong to the same place when an agent logs in at one of these DNs. For example, when an agent logs in at a position DN and an extension DN exists on the same phone set, ICON maintains a single login session for these two DNs. With the setting of 1, ICON creates a single login session for two DNs that are related through the Association field when an agent logs in at one of these DNs. For example, when an agent logs in to different queues from two associated DNs, ICON maintains a single login session for these two DNs. Default values: -1 (For SIP switches) 0 (For all switches except SIP) Valid values: -1 ICON associates each DN with a separate login session. 0 ICON associates a single login session with multiple DNs at a place. 1 ICON associates a single login session with two DNs associated through configuration. Changes take effect: After restart

gls-enable-acw-busy Option
Specifies, for this switch, whether ICON should continue ACW and NotReady agent states when agents place or receive calls during the period of time that after-call work or NotReady agent state were invoked. The following IDB tables are affected by this option: G_AGENT_STATE_HISTORY, G_AGENT_STATE_RC, GS_AGENT_STAT, GS_AGENT_STAT_VM. For a description of these tables, refer to the IDB schema chapter in the Interaction Concentrator 8.1 User’s Guide. Default value: 1 Valid values: 0 ICON continues ACW and NotReady agent states while an agent is handling another call. 1 ICON interrupts ACW and NotReady agent states while the agent handles another call. ICON recognizes completion of after-call work when any of the following occur: The agent logs out. The agent places himself/herself in Ready mode. The agent goes NotReady for any reason other than to perform after-call work. (This includes indirect work mode changes such as when the agent walks away from his or her desk for a period of time.) Changes take effect: After restart Note: This option is not valid for SIP-compliant switches that handle interactions other than voice interactions.

gls-flag-on-disconnect Option
Specifies how ICON handles agent states when disconnecting from, and reconnecting to, T-Server. Default value: 0 Valid values: 0 When reconnecting to T-Server, ICON compares the agent state from its memory with the state from EventRegistered. If the in-memory state does not match the currently reported agent state, ICON updates the agent state in both its internal memory and IDB. When disconnecting from T-Server, ICON performs no actions specific to agent states. 1 When disconnecting from T-Server, ICON closes any existing agent login sessions, and records this fact in IDB. When reconnecting to T-Server, ICON uses information from EventRegistered to start new agent login sessions, sets the current agent states, and writes this data to IDB. 2 When disconnecting from T-Server, ICON does not close any existing agent login sessions. Instead, it changes agents’ states to UNKNOWN, and records these new states in IDB. When reconnecting to T-Server, ICON uses information from EventRegistered to restore the current agents’ states and write them to IDB. Changes take effect: Immediately Note 1: Genesys recommends setting this option to 0 when the switch is monitored by T-Server 7.6. Note 2: Genesys recommends that you do not set the value of this option to 1 for deployments supporting HA of agent data. If you choose to set this option to 1, however, a limited amount of HA agent data will be available (event sequence numbers only) provided that you also set the gls-use-ts-id configuration option (see page 165) in the [gts] section to 0 on the switch Annex tab.

gls-improve-data-for-agent Option
Specifies when ICON should process agent states data in two-step transfer and conference scenarios. Note: Genesys Info Mart customers should use the default value for this option. Default value: 0 Valid values: 0 EventCallDeleted triggers agent states data processing (legacy behavior). gls-improve- data-for-agent (continued) 1 Enables ICON to process agent states data based on EventReleased and store a more accurate value of PartyID in the G_AGENT_STATE_HISTORY table when a record describes one of the following: An agent state changing from Busy to another state An agent state changing from Busy to Busy An agent state changing to ACW Changes take effect: After ICON is restarted

gls-max-duration Option
Specifies the maximum amount of time, in hours, that an agent login session can last on a DN that belongs to this switch. Setting the option value to 0 (zero) prevents ICON from checking session durations. Default value: 0 Valid values: Any integer from 0 to 720 Changes take effect: Immediately Note: In deployments that use T-Server release 7.6 or later, ICON ignores the gls-max-duration option. With T-Server release 7.6 and later, T-Server generates agent login session IDs and controls the login sessions. In this case, the gls-max-duration option has no effect on ICON reporting. Earlier releases of T-Server do not provide agent login session IDs. In these cases, ICON generates its own agent login session IDs, and uses the gls-max-duration and gls-max-inactivity options to help manage reporting on agent login session activity.

gls-max-inactivity Option
Specifies the maximum allowed inactivity period, in hours, during a single login session. ICON closes any agent login session for which no agent-related activity is detected during the specified interval. Setting the option value to 0 (zero) prevents ICON from checking inactivity durations. Default value: 0 Valid values: Any integer from 0 to 72 Changes take effect: Immediately Note: In deployments that use T-Server release 7.6 or later, ICON ignores the gls-max-inactivity option. With T-Server release 7.6 and later, T-Server generates agent login session IDs and controls the login sessions. In this case, the gls-max-inactivity option has no effect on ICON reporting. Earlier releases of T-Server do not provide agent login session IDs. In these cases, ICON generates its own agent login session IDs, and uses the gls-max-duration and gls-max-inactivity options to help manage reporting on agent login session activity. gls-use-ts-id Specifies whether ICON uses the login session ID generated by T-Server (GUID) or by itself when connecting to, or disconnecting from, T-Server. Default value: 1 Valid values: 0 ICON generates the login session ID itself. 1 ICON uses the login session ID (GUID) generated by T-Server. Note: If you set this option to 0, make sure you also set the gls-flag-on-disconnect option (see page 163) to 1 in order to access available HA agent data. Changes take effect: After restart

gts-dnis-detection Option
Specifies how the value of DNIS is determined for outbound calls. Default value: 0 Valid values: 0, 1 0 - The DNIS is captured only from the attributeDNIS value in the TEvents related to the outbound call. 1 - An extended algorithm will be used to find the value of the DNIS. Changes take effect: After restart

min-tsync-roundtrip Option
Specifies the amount of time, in milliseconds, allowed for messages sent from ICON to T-Server to be acknowledged by T-Server, for the purposes of time synchronization. All messages that are acknowledged within the specified round-trip delay are considered valid for the purposes of calculating the time difference between the ICON host and the T-Server host. See also the tsync-threshold option in the ICON Application object (page 133). Default value: 50 Valid values: 0–500 (0 indicates that no calculation will be performed) 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. 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 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. Note: 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.

sst-options Option
Specifies the TEvents that ICON uses to recognize a single-step transfer, in order to ensure the correct processing of scenarios involving a single-step transfer. Default value: 0 Valid values: 0 EventReleased, followed by a corresponding EventRinging or EventQueued. Arrivals of EventReleased, EventRinging, or EventQueued trigger the recognition logic. 1 EventReleased only. Arrival of EventReleased with an additional cause attribute triggers the recognition logic. Note: Set this value to 1 for: SIP Server deployments with VoIP IVRs (GVP and third-party) T-Server for Siemens HiPath 4000 CSTA III. Changes take effect: After restart support-dn-type-5 Option
Enables the processing of events that pertain to DNs of the Virtual Queue type that belong to this switch. Default value: 1 Valid values: 0 ICON does not process any Virtual Queue–related events for DNs that belong to this switch. 1 ICON processes Virtual Queue–related events for DNs that belong to this switch. Changes take effect: Immediately

suppress-user-data Option
Specifies whether the switch instructs T-Server to propagate attached data only when the attached data changes. This optimizes ICON processing of attached data by reducing network traffic. Note: This option can be set at the level of the switch or the ICON application (see suppress-user-data on page 113. ICON automatically detects the switch-level option setting. If the switch-level option is set to the (default) value of 1 (unchanged attached data suppressed), T-Server TEvents are optimized for all ICON applications that connect to the T-Servers for that switch. In this case, the switch-level option setting overrides any application-level settings of 0 (unchanged attached data not suppressed). If the switch-level option is set to 0, an application-level setting of 1 will override it. Default value: 1 Valid values: 0 Unchanged attached user data is not suppressed. 1 Unchanged attached user data is suppressed. Changes take effect: After restart

switch-multi-links-enabled Option
Specifies whether this switch is working in load-balancing mode; that is, it is served by multiple Network T-Servers or IVR T-Servers. ICON uses this option to determine whether to enable connection to more than one Network T-Server or IVR T-Server serving this switch. Default value: 0 Valid values: 1—A network or IVR switch in load-balancing mode. Any other integer—Not a network or IVR switch in load-balancing mode. Changes take effect: After restart This option should be used only in a configuration in which Network T-Servers or IVR T-Servers are working in load-balancing mode; that is, when there is no duplication in notification events received in ICON via connections to these T-Servers. Currently, load balancing mode is supported only for Network T-Servers and IVR T-Servers.

third-party-queue-in-divert Option
Specifies how Interaction Concentrator should process multi-queue scenarios in which a call is distributed to multiple queues simultaneously, then it is distributed from one of these queues and cleared from the remaining queues. When the third-party-queue-in-divert option is set to 1, Interaction Concentrator takes into account AttributeThirdPartyQueue in EventDiverted when AttributeCallState has a value of 0 in order to process interactions in the same way as for redirect scenarios. Note: Currently only T-Server for Avaya Communication Manager release 7.6 and higher supplies AttributeThirdPartyQueue. For all other T-Servers, Genesys recommends that you use the default value of the third-party-queue-in-divert option. Default value: 0 Valid values: 0, 1, Changes take effect: After Interaction Concentrator is restarted 0—Interaction Concentrator does not check for the presence of AttributeThirdPartyQueue in EventDiverted. 1—Interaction Concentrator checks for the presence of AttributeThirdPartyQueue in EventDiverted. Notes: Genesys Info Mart 7.x customers should use the default value for this option. In multi-queue scenarios, distribution to external DNs is not supported.

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

ivr Option

monitor Option

ring-divert Option

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 objects of type: simple routing om-activity-report Option

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

om-activity-report

om-memory-clean

ring-divert

monitor

ivr

emulate-event-queued

x-server-dbw-debug-level

x-server-debug-level

x-server-smtp-trace-level

x-server-http-trace-level

x-server-gcti-trace-level

x-server-dbw-trace-level

x-server-config-trace-level

x-server-trace-level

x-print-attached-data

x-conn-debug-write

x-conn-debug-timers

x-conn-debug-select

x-conn-debug-open

Configuration Options

Switch Configuration Options

DN Configuration Options

Script Configuration Options

DAP Configuration Option

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