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
ICON Processing
ICON is a client of the data sources that are specified on the Connections tab of the ICON Application—T-Server, Interaction Server, Configuration Server, or Outbound Contact Server (OCS). ICON monitors events from these data sources, and it processes events for the types of data that the ICON instance has been configured to collect, as specified by the ICON role option.
Processing occurs in the in-memory queue (accumulator), as ICON prepares the data for storage in IDB. For all types of data except configuration data, ICON then writes the prepared data to the persistent queue, and from the persistent queue into IDB.
For information about how ICON completes the processing of configuration data, see “Populating Configuration Data” on page 38.
You can configure the size of the in-memory queue or the interval at which data is written from it to the persistent queue. You can also configure the maximum number of keep-in-memory interactions that concurrently reside in an interaction queue or interaction workbin. Memory optimization configuration options on the ICON Application enable this functionality, which requires Interaction Server release 7.6.1 or higher.
For more information about the persistent queue, see “Persistent Queue and Persistent Caches” on page 17. See also the equivalent section in the overview chapter in the Interaction Concentrator 8.1 Deployment Guide, which provides additional information.
For more information about the ICON configuration options, see the Interaction Concentrator Deployment Guide.