ICON Deployment Guide

Interaction Concentrator collects and stores detailed data from various sources in a contact center that is empowered with Genesys software. Downstream reporting systems can access Interaction Concentrator data in near real time.

This guide includes the following information:

Features and Functionality

Find overview information about architecture, components, and other concepts for ICON.

• Features and Functionality—A high-level survey listing what ICON does.
• Components and Their Functions—Introduces the ICON Server and IDB and explains what each does.

Planning

Find considerations to ensure your deployment fits your aims and environment.

• Prerequisites and Considerations—Lists the Genesys components with which this release of ICON is compatible; lists various prerequisites necessary before installing ICON; and provides some general considerations to help you plan your deployment.
• Supported Deployment Scenarios—Provides explanations and diagrams describing the supported architectures.
• Roles—Explains what ICON roles are and how to determine which role or roles to assign to each instance of ICON.

Deploying

How to configure and install Interaction Concentrator.

• Deploying Interaction Concentrator

Troubleshooting

How to resolve various issues that might affect Interaction Concentrator.

• Troubleshooting