Deploying Interaction Concentrator

This section describes the recommended deployment sequence for Interaction Concentrator. It also describes how to deploy each component in your Genesys environment.

Important

The information in this chapter is primarily directed towards first-time deployments of Interaction Concentrator. If you are migrating from an earlier release of Interaction Concentrator, ensure that you review the Interaction Concentrator chapters in the Genesys Migration Guide before you perform any installation procedures.

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Recommended Deployment Order=

Recommended Deployment Order

Before you deploy Interaction Concentrator, review the information in Chapter 2 on page 37, and ensure that you have accounted for all prerequisites for the installation.

Then deploy Interaction Concentrator in the following order:

[+] 1. Host configuration objects

Use Configuration Manager to configure a Host configuration object for the computers on which the DB Server and Interaction Concentrator (ICON) server applications will reside.

For information about Genesys configuration objects, see the Framework Configuration Manager Help.

[+] 2. Telephony objects

Use Configuration Manager to make any modifications to the telephony objects on which ICON will report, including the Switch object for the PBX and any DN (Directory Number) objects that are configured for this Switch object.

For configuration settings that are specific to ICON, see “Switch Configuration Options” on page 154 and “DN Configuration Options” on page 169.

[+] 3. DB Server

Tip

If you decide to use a DB Server that serves another application for Interaction Concentrator storage purposes, you can skip this step.

To configure and install a DB Server that will handle ICON requests for IDB data storage, use standard deployment instructions from the Framework Deployment Guide. (See also Procedure: Deploying DB Server, on page 47 for the major steps in the procedure.)

For performance reasons, Genesys recommends that you set up the DB Server on the same host as the RDBMS server. In an environment with multiple IDB instances at separate sites, deploy one DB Server per IDB. In an environment with multiple IDB instances at the same site, deploying one DB Server for all IDB instances is sufficient.

[+] 4. Interaction Concentrator

Configure and install Interaction Concentrator, as described in Procedure: Deploying Interaction Concentrator, on page 48.

In an environment with multiple ICON instances, repeat the steps in Procedure: Deploying Interaction Concentrator, on page 48 for each ICON instance, making the necessary adjustments when you configure ICON connections and configuration options.

[+] 5. Interaction Database

Install a database for ICON data on one of the supported RDBMSs and initialize IDB, as described in “Creating IDB” on page 57. In an environment with multiple IDB instances, repeat the steps in “Creating IDB” on page 57 for each IDB instance.

[+] 6. Database Access Point

1. Configure a DAP Application object that specifies IDB connection parameters, as described in Procedure: Configuring a DAP, on page 63.
2. In an environment with multiple ICON instances, each of which stores data to its own IDB instance, repeat the steps in Procedure: Configuring a DAP, on page 63 to create a separate DAP for each IDB instance. If you decide to write different types of data from a single ICON instance to different databases, also configure a separate DAP for each database.
3. Ensure that the role settings that you specify for the DAP are consistent with the role settings specified for the ICON instance that it serves.

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