Supported Deployment Scenarios
The architectural choice for your contact center depends on your resources and reporting requirements. In fact, you can tailor the basic scenarios described in this section so that they fit the needs of your contact center at the lowest cost. For example, you can deploy a single instance of ICON for a subset of T-Servers (as opposed to one instance of ICON for each instance of T-Server). Alternatively, you can keep data for a certain site in a separate IDB, if it is not necessary to include data from this site in a consolidated report.
The downstream reporting application might affect your choice of deployment architecture. For example, in deployments that include both voice and multimedia interactions, Genesys Info Mart requires that you use separate ICON applications to process each type of data, and that you store voice and multimedia data in separate IDBs.
For additional considerations that may affect your choice of deployment, see See Recommended Role Assignment.
Interaction Concentrator does not support deployments in which two ICON instances are configured for the same role, connect to the same T-Server or set of T-Servers, and write data to the same IDB. For more information about the rules governing role assignments, see See Rules and Restrictions.
Database Sizing Tool
Genesys provides an interactive tool to help you estimate the required size of IDB, based on details you provide about projected agent activity, outbound activity, ICON server and database settings, and user data. This tool, the Interaction Concentrator 8.1 Database Size Estimator, is a Microsoft Excel spreadsheet that is available from the Genesys Documentation website. See also the Interaction Concentrator and Genesys Info Mart chapters in the Genesys Hardware Sizing Guide.
Diagram Conventions
To simplify the deployment diagrams in this section:
- DB Server, which enables a connection between ICON and IDB, is omitted from the diagrams for the various deployment scenarios, even though it is required in the overall architecture (as shown in Basic Architecture).
- Storage of configuration data is not shown, even though it is required in actual deployments.
- Storage of outbound-related call data is not shown because it is optional. It is described separately in the chapter about integrating with Outbound Contact in the Interaction Concentrator 8.1 User’s Guide.
- Interaction Server is not shown for deployments that include eServices. Notes in the text indicate the deployment scenarios that are suitable for multimedia environments. In these environments, the Interaction Server occupies the same position in the architecture as a T-Server.
Basic Architecture
Interaction Concentrator is a Genesys product that 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.
Operating on top of Genesys Framework, the Interaction Concentrator product consists of a server application called Interaction Concentrator (ICON) and a database called Interaction Database (IDB). The server receives data from the data sources such as Configuration Server, T-Server, or particular Genesys applications; it then stores this data into IDB through Genesys DB Server.
The figure below depicts the basic ICON architecture, omitting most of the Framework components for the sake of simplicity.
Single-Site Deployments
In a single-site contact center, the following approaches to Interaction Concentrator deployment are typical:
- A single ICON and a single IDB
- Multiple instances of ICON with different roles writing to a single IDB
- Multiple instances of ICON with different roles writing to multiple instances of IDB
One ICON and One IDB
The simplest deployment scenario, which is suitable for smaller, single-site contact centers, consists of a single ICON instance that stores all data into a single IDB instance.
Deployments with multiple instances of ICON and multiple instances of IDB are straightforward extensions of this model.
A Single ICON and Single IDB Instance illustrates the deployment for voice interactions. This type of deployment is also suitable for multimedia environments*mdash;the Interaction Server occupies the same position in the architecture as T-Server.