How ICON Works

This page describes basic Interaction Concentrator functioning—how the Interaction Concentrator server (ICON) collects, processes, and stores configuration and interaction data in Interaction Database (IDB). It contains the following sections:

• ICON Processing
• Populating Configuration Data
• Populating Interaction Data
• Identifying Who Released the Call
• Determining Data Availability and Reliability
• Tracking Multi-Site Call Data Via ISCC