Interaction Concentrator is a part of Genesys Reporting and Analytics offering. The server application, called Interaction Concentrator (or ICON), uses the Interaction Database (or IDB) to store detailed reporting data from various sources in a contact center empowered with Genesys software. Downstream reporting systems can access Interaction Concentrator data in near-real time.
The following new features were added in the 8.1.5 release:
Important
Information on this page is no longer updated. For What’s New information about releases subsequent to ICON 8.1.514.06, see the Interaction Concentrator 8.1.x Release Note.
In release 8.1.514.06 (08/07/2017)
To restore backward compatibility, the default value for the max-userdata-length configuration option has been changed from 1024 to 255.
In release 8.1.514.03 (05/02/2017)
You can now set an alarm for situations in which Interaction Concentrator call handling rules result in unprocessed or destroyed calls. A new configuration option, log-call-failure, and the new log event on which you can set an alarm, 09-20039, support this functionality.
In release 8.1.514.02 (04/14/2017)
Interaction Concentrator now stores a user-configurable number of calls/interactions and parties associated with a device. This enables more detailed reporting on the progress and outcome of interactions. To support this functionality, the max-party-info configuration option has been added.
In release 8.1.512.08 (01/31/2017)
The new timestamp-processing configuration option replaces the recently-introduced ignore-milliseconds option. The timestamp-processing option offers a more precise specification of how you want ICON to handle any necessary shortening of millisecond and microsecond timestamp values.
To keep backward compatibility with environments running Genesys Info Mart 7.6, the new max-userdata-length configuration option enables you to set the maximum data length in certain fields to 255 characters in IDB data.
The field lengths for some IDB fields in the GM_F_USERDATA, G_USERDATA_HISTORY, and G_SECURE_USERDATA_HISTORY tables have been increased.
The 16-bit integer datatype for some IDB fields in the G_CALL_STAT and G_PARTY_STAT tables has been increased to 32-bit integer.
Support has been discontinued for use of the HTTP Listener to monitor and report on Interaction Concentrator performance.
In release 8.1.511.01 (10/31/2016)
You can now specify how Interaction Concentrator handles values that are measured in milliseconds or microseconds. Interaction Concentrator can either truncate microsecond and millisecond values to seconds before storing them in IDB, or else round microsecond values to milliseconds. This functionality is controlled using the new ignore-milliseconds configuration option.
Added support for Microsoft SQL Server 2014.
The wrapper scripts now remove the following obsolete purge procedures on Oracle, PostgreSQL, and Microsoft SQL IDBs: gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS.
Support for multiple routing scenarios in single-site and multi-site environments running SIP Server release 8.1.102.13 or higher—This functionality uses the new TS_PARENTPARTYGUID column in the G_PARTY table, which has been added to enable you to store the value associated with the SIP Server key name parent-party-uuid from AttributeExtensions. For details, see the description of the use-server-partyuuid option description in the Interaction Concentrator Deployment Guide.
In release 8.1.507.06 (02/09/2016)
ICON now stores data that enables reporting on agent focus time—The data comes in the form of key-value pairs (KVPs) in the attr_event_content attribute in the EventCustomReporting event, which is passed to ICON via Interaction Server. The data provides information for reporting on how focus time—that is, how long a particular interaction was in focus (actively being processed) on the agent desktop. For details, see Processing Data for EventCustomReporting.
Modifications to support SIP Server Cluster for Genesys Engage cloud implementations — SIP Server version 8.1.101.94 or higher is required for this new functionality, which is applicable to Genesys Engage cloud deployments only.
Ability to change the name and location of the cfg-sync.db file.
In release 8.1.505.05 (10/19/2015)
Hiding of sensitive attached data information in the ICON log file at every log level, if configured to do so — ICON has enabled you to hide sensitive attached data information for TEvents since release 8.1.2. With this release, ICON now enables you to hide such information for SQL statements as well.
In release 8.1.504.04 (08/03/2015)
Support for both sequential and parallel Hunt Group calls controlled by Genesys SIP Server — This functionality is supported only in standalone SIP Server environments.
Automatic re-registration of unregistered DNs — Available on voice Switches only.
Improved purge locking — The purge procedure now uses a more robust native RDBMS approach and avoids the previously encountered issue of multiple purge processes running in parallel.
Support for Microsoft SQL 2012 Cluster.
Conversion of the Interaction Concentrator 8.1 User's Guide — Now in a conveniently accessible, searchable online format, available here: Interaction Concentrator User's Guide.
In release 8.1.502.04 (04/17/2015)
Ability to add an Interaction Server type application to the ICON Connections tab — Previously, you had to add a connection to an application of the type T-Server, which was a stand-in for the Interaction Server application.
Support for the EnhancedRouting type of Script object — This is used by Orchestration Server. You must upgrade to this release of Interaction Concentrator to use Enhanced Routing in Orchestration.
Support for IBM DB2 v10.
In release 8.1.500.04 (03/03/2015)
Support for single-step conference reporting.
Support of visibility mode — Recognition by Genesys Info Mart of IWS chat conference scenarios (visibility mode).
Ability to dynamically change the list of user data key names and their definitions — This enables you to avoid restarting ICON. In addition, you can now store the same key name multiple times, as long as it is stored in different tables or comes from different data sources.
Support for the following database version and platform:
The following new features were added in the 8.1.4 release:
Capture of changes to configuration options that are located on the Annex tab — These changes are related to Genesys Interactive Insights access roles for certain configuration objects.
Recognition and collection of data associated with the out-of-signaling-path feature of SIP Server — ICON stores records that track multi-site ISCC interactions within a call in the order they were initially added by SIP Server.
Support for recognition of multi-site ISCC transfers for which ICON receives information after call deletion.
Support for unresponsive process detection.
Security enhancements — Support for database encryption and hiding of TEvent attached data in logs. For details on this functionality and how to configure it, see the Genesys Security Deployment Guide.
Adjusted SQL script file names — To enable automated upgrade of IDB.
New supported platform — Windows Server 2012 64-bit native.
New supported databases — Oracle 12c and 12c RAC and Microsoft SQL Server 2012
The following new features were added in the 8.1.2 release:
Support for IDB installed on PostgreSQL 9.1.
Support for dynamic updates of T-Server host and port information — This applies to any T-Server listed on the Interaction Concentrator Connections tab.
Support for client-side port definition — For details on this functionality and how to configure it, see the Genesys Security Deployment Guide.
Support for purge of the persistent queue (PQ) file at ICON startup — Includes the option to set the maximum PQ file size after which purging is automatically triggered.
Support for additional operating systems — Windows Server 2008 64-bit native and Red Hat Enterprise Linux 6.0 64-bit native.
The following new features were added in the 8.1.0 release:
Capability of a single ICON-IDB set to handle data from IVR Servers in load-balancing mode – Previously, if IVR Servers were configured in load-balancing mode, you were required to have a separate instance of ICON for each IVR Server.
Support for a new ICON role: lrm – The new role is introduced specifically for use with License Reporting Manager (LRM). It enables you to capture specific data that is necessary for LRM reporting purposes.
Capability to capture the outbound number dialed – The algorithm that ICON uses to extract and calculate the outbound numbers that were dialed has been improved.
ICON now stores URS timestamps for Virtual Queues — URS now provides a timestamp for each Virtual Queue message that it distributes. In previous releases, the timestamp for Virtual Queue events was provided by T-Server. This functionality requires URS release 8.1.100.08 or higher.
Capability to capture VQ identifiers (IDs) associated with routing points – Interaction Concentrator supports reporting on the VQ IDs that are associated with a routing point when an interaction is either distributed to the target by a URS strategy or is abandoned on a routing point. This functionality requires URS release 8.1 or higher.
Support for Oracle 11g – The support includes Real Application Clusters (RAC) in Transparent Application Failover (TAF) mode.
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Third Party Software
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Interaction Concentrator 8.1.x Product Alerts
The following information applies to Genesys 8.1.x software and is important for you to note.
The purge functionality in all Interaction Concentrator versions earlier than 8.1.514.37 uses a fixed end date limit of 1/31/2020. As a result, no purge can happen for dates after January 31, 2020. This issue is corrected in release 8.1.514.37 (released January 23, 2020).
NOTE:All Interaction Concentrator versions earlier than 8.1.514.37 are affected. If you cannot upgrade to release 8.1.514.37, contact Customer Care for assistance.
