Components and Functions
Interaction Concentrator consists of a server, known as the ICON Server or simply ICON, and the Interaction Database (IDB).
Interaction Database (IDB)
Interaction Database (IDB)
The Interaction Database (IDB) stores data about contact center interactions and resources at a granular level of detail. IDB is a database optimized for storage (in other words, primarily for inserting data). Interaction Concentrator itself does not provide a reporting facility. You can use IDB as a consistent and reliable data source for downstream reporting applications.
- For a high-level description of the IDB architecture, see the chapter about IDB schema in the Interaction Concentrator 8.1 User’s Guide.
- For a complete table structure and descriptions of all IDB tables and fields, see the Interaction Concentrator 8.1 Physical Data Model document for your particular relational database management system (RDBMS).
Stored Procedures
Interaction Concentrator uses a number of stored procedures. Most of these are totally internal to Interaction Concentrator functioning. Therefore, detailed information about them is not relevant for end users. Most stored procedure names start with a schema-specific prefix, so that they constitute a schema-specific package. Each ICON 8.1 version works only with the stored procedures package for the associated schema. This streamlines future migration by reducing the number and combinations of scripts that must be executed to upgrade the required stored procedures. A wrapper script links the stored procedures that are exposed for end-user use to the equivalent stored procedures in each schema-specific set. The following stored procedures are exposed for end-user use and require user input or action:
Merge
gsysIRMerge and gsysIRMerge2—The merge procedure that finalizes data processing of closed single-site and multi-site interactions. gsysIRMergeReset—The procedure that resets the merge procedure to recover from a failed state.
Purge
- gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS—The procedures that safely purge voice interactions, user data history, agent login session, and Outbound Contact data, respectively, from IDB.
- gsysPurge80/gsysPurge81—Alternative procedures that safely purge voice and multimedia interactions; attached data; agent login session data; and Outbound Contact data from IDB. The version of this purge procedure corresponds with the Interaction Concentrator release you are using.
- purgePartitions811—In a partitioned IDB, this purge procedure clears the database by truncating all except the specified number of days/partitions in all affected tables. It also retains a default additional partition for “tomorrow.”
The purgePartitions811 procedure is supported only for IDBs running Oracle 11 or higher. Genesys recommends that you do not use the purgePartitions811 purge procedure on IDBs containing long-living data, such as multimedia IDBs. Not all tables are purged. For a list of tables that can be purged by truncating partitions, see the relevant sections under the “Purge Stored Procedures” heading in Chapter 16, “Using Special Stored Procedures,” in the Interaction Concentrator 8.1 User’s Guide.
Time-Setting
gsysInitTimeCode—The stored procedure that populates the G_TIMECODE table, to enable time-interval reporting. Custom Dispatchers gudCustDISP1 and gudCustDISP2—The stored procedures that customize attached data processing. For more information about these stored procedures, refer to the chapter about special stored procedures in the Interaction Concentrator 8.1 User’s Guide.