Configuration and Installation

This section provides structions for configuring and installing Interaction Concentrator, the Interaction Database (IDB), DB Server, and a Database Access Point (DAP).

Important

DB Server and the DAP are Framework components required to use the IDB.

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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.

|-| Deploying DB Server=

Deploying DB Server

After you configure Host objects for Interaction Concentrator components, deploy as many instances of DB Server as you need using the following procedure:

1. Import the application template for DB Server.
2. Configure an Application object for DB Server.
3. Install DB Server on its host.
4. Set up any environment variables that are specific to your RDBMS type.

For detailed instructions, see the Framework DB Server User’s Guide.

|-| Deploying ICON=

This section explains how to deploy as many instances of Interaction Concentrator as you need on either a UNIX or a Windows operating system.

Tip

Interaction Concentrator supports silent installation on Windows platforms. Also known as a silent setup, it enables you to install Interaction Concentrator without having to monitor the setup or provide input via dialog boxes. For instructions, see “Appendix E: Silent Setup” in the Framework 8.1 Deployment Guide.

Environment Assumptions
The instructions in this section assume that you are creating new Application objects under the Environment folder in Configuration Manager, in either a single-tenant or multi-tenant configuration environment. To create Application objects under a particular Tenant folder in a multi-tenant configuration environment, replace the word Environment with the name of your Tenant folder in the configuration instructions.

[+] 1. Import the Application Template

Before you can configure an Application object for Interaction Concentrator, you must import its application template. The application template provides a majority of the configuration options, as well as the default values for them. You can use this Application Template to create as many Application objects of the same type as you need.

1. Open the Configuration Manager main window.
2. Select the Environment > Application Templates folder.
3. From the File menu, select Import Application Template.
4. In the Look In box, click the down arrow.
5. Locate the Interaction Concentrator 8.1 product CD, and open the TEMPLATES folder.
6. Select the template file for Interaction Concentrator; it is called Interaction_Concentrator_81x.apd.
7. Click Open to open the Properties dialog box for the template.
8. Make any changes that you require.
9. Click OK to save the template and close the Properties dialog box.

The next step is to configure an Interaction Concentrator Application object.

[+] 2. Create an ICON Application Object

After you import the application template, you can create and configure an Application object for your Interaction Concentrator by using Configuration Manager.

1. Open the Configuration Manager main window.
2. Select the Environment > Applications folder.
3. From the File menu, select New > Application.
4. From the available application templates in the Browse dialog box, select the template that you imported for Interaction Concentrator.
5. On each of the Application tabs, enter the settings appropriate for your environment.

[+] 3. Configure the General tab

In the Properties dialog box, click the General tab, and then enter a name for this application.

Tip

The application template provides information about the application type and version. Interaction Concentrator uses the Call Concentrator application type for its Application object in the Configuration Layer.

[+] 4. Configure the Server Info tab

Click the Server Info tab, and then specify the following properties:

• Host—Enter the name or IP address of the computer on which you want to install and/or run this server.

Important

In IPv6 deployments, you cannot set the IP address of the host—only IPv4 addresses can be set for the host. Therefore, enter the name of the host instead.

• Communication Port—Enter a numeric value for a port that is not used by another application. Valid values are in the range of 1–65,535. ICON uses this value as the default listening port for the web interface connection.

[+] 5. Configure the Start Info tab

Tip

The properties you define here are updated automatically during the installation procedure.

Click the Start Info tab, and then specify the following properties:

• Working Directory—Enter the full path to the directory from which the application starts.
• Command Line—Enter the command line that is used to start the application.
• Command Line Arguments—Enter any additional command-line parameters that are used to start the application. For information about command-line parameters, see “Command-Line Parameters” on page 95.

[+] 6. Configure the Options tab

Click the Options tab, and then specify or change the values of the configuration options, as suitable for your deployment.

• For information about specific configuration requirements to enable ICON to capture and store various types of data (such as voice, multimedia, Outbound, and so on), see Chapter 4 on page 67.
• For information about the entire set of ICON configuration options, see “ICON Configuration Options” on page 103.

Role Option

• If you have already deployed another ICON instance that writes to the same IDB, make sure that only one of the ICON applications is configured to store configuration data and the history of configuration changes. For all other instances, deactivate the configuration data storage by configuring one of the following values for the role option in the callconcentrator section:
  • Explicitly specify one or more values other than cfg.
  • Exclude the cfg value by using the tilde symbol (~) (that is, set the role option to ~cfg).
• For more information about the role option, see the option description on page 118. For more information about role assignments and restrictions for the cfg role, see “Recommended Role Assignment” on page 31.

Log Options

• Configure both ICON-specific log options and common log options in the log-related configuration sections. For option descriptions, see “log Section” on page 149 and the Framework Configuration Options Reference Manual.
  • If the Interaction Concentrator working directory differs from the directory to which the application is installed, configure an option named messagefile in the log section. As the value of this option, specify the full path to the application-specific log messages file (icon.lms). Otherwise, ICON will be unable to generate its specific log events.

HTTP Listener

• Configure an HTTP listener by creating a listeners section and specifying the appropriate option. For option descriptions, see “listeners Section” on page 147.

[+] 7. Configure the Tenants tab

Tip

The Tenants tab is displayed only in a multi-tenant environment.

• Click the Tenants tab, and then click Add to add all tenants that this ICON application will serve.

It is important to add all tenants from whose resources (switches, DNs, agents, and, if applicable, Outbound Contact objects) ICON will collect data.

• If this ICON instance is required to monitor the objects that are configured under the Environment folder, assign the Environment tenant among the other tenants.

[+] 8. Configure the Connections tab

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Click the Connections tab, and then add the following connections:

Important

For any connections between the ICON instance and its data sources, you can configure the connection to use Advanced Disconnect Detection Protocol (ADDP). To enable ADDP for a connection, specify addp as the Connection Protocol when you configure the connection between the Applications, and set the values for the Local Timeout, Remote Timeout, and Trace Mode properties. For more information, see the Framework Deployment Guide.

• If this ICON instance is configured to process CTI-related data, add a connection to T-Server. Note the following special requirements:
  • If you have a simple multi-site topology that includes one ICON instance and multiple T-Servers, add a connection to each T-Server. Each T-Server Application object must have a Switch object assigned to it.
  • In a deployment with Network T-Server, add a connection to the Network T-Server. The Network T-Server Application object must have a network Switch object assigned to it.
  • In a deployment in which the Network T-Servers function in load-balancing mode, add a connection to each Network T-Server. For more information, see “Multiple Network T-Servers per Switch (Load-Balancing Configuration)” on page 27.

Important

Starting in release 8.1.2, if host or port information changes for any T-Server listed on the Connections tab, Interaction Concentrator dynamically reconnects using the new connection parameters. While ICON disconnects from the prior host/port and connects to the new one, there might be a brief gap in data received from the T-Server.
In releases 8.1.0 and 8.1.1, you must restart ICON for updates to listed T-Servers to take effect.

• If this ICON instance is configured to process multimedia interactions reported by Interaction Server, add a connection to Interaction Server. The Interaction Server must be of type T-Server (for details on configuring Interaction Server correctly, see the information about ICON connections in the section, “Storing Multimedia Data” on page 69).

Important

If you are installing ICON in a deployment that will use Genesys Info Mart to report on both voice and multimedia interactions, you must create separate ICON instances and separate IDBs for the voice and multimedia data.

• If this ICON instance is configured to process outbound data in an environment with Genesys Outbound Contact, add a connection to one or more OCS applications.
• Add a connection to the Configuration Server application (named confserv). You can enable ADDP for connections to Configuration Server in the same way as for other connections.
  • Genesys recommends that, at a minimum, you add a connection to Configuration Server in the ICON instance that is configured to process configuration data (cfg role). However, to minimize the number of unidentified call segments that might occur as a result of missing configuration data, Genesys recommends that you configure an ADDP connection to Configuration Server in each ICON Application in your deployment, regardless of the role of the ICON Application.
• If you installed the Management Layer, add a connection to Message Server, in order to provide alarm signaling and centralized logging capabilities. You can add a connection to Message Server for all or a set of Application objects after you configure them. To launch a wizard that configures connections for multiple Application objects, select two or more Application objects, right-click, and then select Manage Connections from the shortcut menu. For more information, see the Framework Configuration Manager Help.
• After you configure one or more DAP Application objects (see page 63), add to the ICON Connections tab any DAP Application objects through which this ICON instance will access IDBs.
• In high availability (HA) environments using primary and backup pairs of servers, the servers listed on the Connections tab are handled as primary. To specify the backup servers for any primary servers, open the Application object for the primary server and add the backup server on the primary server’s Server Info tab. Click OK to save your changes, then close the Properties dialog box.

|-| Creating IDB=

You can use any of the supported RDBMSs to host your IDB. Ask your Database Administrator to create a new database for each IDB instance that you intend to deploy for ICON data storage. Then, initialize each IDB instance, using the instructions in this section.

Important

The user account that is created for IDB must have permissions to create database objects such as tables, stored procedures, and sequences.

The IDB initialization scripts create default (empty) custom dispatchers without first dropping any existing stored procedures named gudCustDISP1 and gudCustDISP2. This is to decrease the risk of overwriting customer-created stored procedures. However, if the gudCustDISP1 and gudCustDISP2 custom dispatcher stored procedures already exist in IDB, the CoreSchema_<db_type>.sql script returns an error, which is safe to ignore.

Genesys provides the SampleProc_<db_type>.sql script to help you understand how you can modify the stored procedures for customized attached data processing. Do not execute the sample script during installation. For more information about configuring your ICON application to support customized attached data processing, see “Storing Attached Data” on page 70. For an example of a script to create a custom dispatcher stored procedure and custom storage table, see Appendix B on page 193.

[+] Initialization Scripts

After you install the ICON application, the scripts subfolder in the directory to which you installed ICON contains a set of initialization, migration, and sample scripts for each RDBMS type. Table 3 describes the purpose of these scripts. In the script names in Table 3, <db_type> is a placeholder for the specific RDBMS type (db2, mssql, postgre, or ora [for Oracle]).

Warning

If you are migrating from an existing IDB, do not simply apply all the scripts in Table 3. To avoid damaging or erasing existing data, follow the migration procedures that are described in the Interaction Concentrator chapters in the Genesys Migration Guide.

If you are running Genesys Info Mart 8.1.1 or 8.1.0, see Scripts Required for Environments Running Genesys Info Mart 8.1.1 or 8.1.0 below.

Table of Initialization Scripts

Script Name	Description
CoreSchema_<db_type>.sql	(For initial installation only) Creates the core IDB tables and indexes.
_UpgradeSchema_<db_type>.sql	(For migration only) Upgrades the IDB schema. The scripts you must execute depend on the release from which you are upgrading. For more information, see the instructions in the Interaction Concentrator chapters in the Genesys Migration Guide.
CoreProcedures_<db_type>.sql	Creates the database schema–specific set of stored procedures that implement core ICON functionality, including the merge procedures and the separate procedures to purge different types of data.
Purge2_<db_type>.sql	Creates the gsysPurge80 or gsysPurge81 stored procedure.The version created corresponds to the release of Interaction Concentrator you are installing.
Wrapper_for_<schema version>_<db_type>.sql	Links generically named merge and purge procedures to the equivalent, schema-specific stored procedures in the new set.
drop_<schema version>_<db_type>.sql	(Optional, for migration only) Removes the set of stored procedures for the specified Interaction Concentrator schema version.
SampleProc_<db_type>.sql	Serves as a sample script, illustrating how to create a custom attached data storage table and modify the custom dispatcher stored procedures.
CoreSchemaPart_ora.sql	(Optional, for Oracle RDBMSs only) Creates tables, sequences, and indexes for use in a partitioned schema.
PurgePart_ora.sql	(Optional, for Oracle RDBMSs only) Creates the stored procedure required to purge a partitioned Oracle IDB.

Scripts Required for Environments Running Genesys Info Mart 8.1.1 or 8.1.0

For environments that include Genesys Info Mart 8.1.1 or an earlier 8.1.x release, run the appropriate script as described in this section every time you migrate to a new release of Interaction Concentrator. (Starting with release 8.1.2, Genesys Info Mart automatically runs the scripts when required.)

Tip

For the location of the scripts and detailed instructions, see the Genesys Info Mart 8.1 Deployment Procedure or the Genesys Info Mart 8.1 Deployment Guide.

• For a Voice details IDB, use update_idb_for_gim.sql.
• For a Multimedia details IDB, use update_idb_for_gim_mm.sql.
• For a Configuration details or an Outbound Contact details IDB, use either update_idb_for_gim.sql or update_idb_for_gim_mm.sql.

[+] Initializing IDB

For a first-time initialization of IDB, follow the RDBMS-specific instructions in the following procedures:

Initializing IDB on DB2

To initialize IDB by running the initialization scripts provided for a DB2 database:

1. Go to the directory into which you installed ICON.
2. Go to the scripts\db2 subdirectory.
3. Execute the following scripts in the order shown:
   1. CoreSchema_db2.sql
   2. CoreProcedures_db2.sql
   3. Purge2_db2.sql&mdashThis script is optional. Execute this script if you want to use the gsysPurge80/gsysPurge81 stored procedure in your deployment.
   4. Wrapper_for_<schema version>_db2.sql&mdashExecute this script if your deployment will use the gsysIRMerge or gsysIRMerge2 merge procedure, or if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, or gsysPurgeOS purge procedures.
4. To execute the scripts:
   • Insert the following command line at the beginning of each script, providing appropriate values for the placeholders:

   db2 connect to <dbname> user <user> using <password>

   • Use the following command line to load each initialization script:

   db2 -w -td@ -f<script_name>

Initializing IDB on Microsoft SQL

To initialize IDB by running the initialization scripts provided for a Microsoft SQL database:

1. Go to the directory into which you installed ICON.
2. Go to the scripts\mssql subdirectory.
3. Execute the following scripts in the order shown:
   1. CoreSchema_mssql.sql
   2. CoreProcedures_mssql.sql
   3. Purge2_mssql.sql—This script is optional. Execute this script if you want to use the gsysPurge80/gsysPurge81 stored procedure in your deployment.
   4. Wrapper_for_<schema version>_mssql.sql—Execute this script if your deployment will use the gsysIRMerge or gsysIRMerge2 merge procedure, or if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, or gsysPurgeOS purge procedures.
4. To execute the scripts, use the following command line to load each initialization script, providing appropriate values for the placeholders:

   sqlcmd -S <dbms_server> -d <dbname> -U <user> -P <password> -i <script_name>

where sqlcmd is isql.exe or osql.exe

Initializing IDB on Oracle

To initialize IDB by running the initialization scripts provided for an Oracle database:

1. Go to the directory into which you installed ICON.
2. Go to the scripts\oracle subdirectory.
3. Execute the following scripts in the order shown, unless you are creating a partitioned Oracle database, in which case use the list of scripts that follows the standard set.
   • To execute the scripts, log in to the sqlplus command processor, and type the following at the command prompt:

   @ <script_name>

   • For a standard Oracle IDB, run the following scripts:
   1. CoreSchema_ora.sql
   2. CoreProcedures_ora.sql
   3. Purge2_ora.sql&mdashThis script is optional. Execute this script if you want to use the gsysPurge80/gsysPurge81 stored procedure in your deployment.
   4. Wrapper_for_<schema version>_ora.sql—Execute this script if your deployment will use the gsysIRMerge or gsysIRMerge2 merge procedure, or if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, or gsysPurgeOS purge procedures.
   • If you are using partitioning on Oracle, run the following scripts instead:
   1. CoreSchemaPart_ora.sql (instead of CoreSchema_ora.sql)
   2. CoreProcedures_ora.sql
   3. PurgePart_ora.sql (instead of Purge2_ora.sql).Execute this script if you want to purge a partitioned IDB by truncating partitions. This purge method can speed up the purge process in large deployments.

• For detailed information on partitioning, a list of the tables that can be partitioned, and how purging works in a partitioned IDB, see the “Purging by Truncating Partitions” section in “Chapter 16, “Using Special Stored Procedures,” in the Interaction Concentrator 8.1 User’s Guide.
• For instructions on starting to use a partitioned IDB, see the Interaction Concentrator section of the Genesys Migration Guide.

Initializing IDB on PostgreSQL

To initialize IDB by running the initialization scripts provided for a PostgreSQL database:

1. Go to the directory into which you installed ICON.
2. Go to the scripts\postgre subdirectory.
3. Execute the following scripts in the order shown:
   1. CoreSchema_postgre.sql
   2. CoreProcedures_postgre.sql
   3. Purge2_postgre.sql—This script is optional. Execute this script if you want to use the gsysPurge81 stored procedure in your deployment.
   4. Wrapper_for_<schema version>_postgre.sql—Execute this script if your deployment will use the gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, or gsysPurgeOS purge procedures.
4. To execute the scripts, use the following command line to load each initialization script, providing appropriate values for the placeholders:

psql -h <dbms_server> -U <user> --dbname=<dbname> --file=<script_name>

Important

PostgreSQL is supported for use with Genesys Info Mart 8.x, which does not use the Interaction Concentrator merge stored procedures.

|-| Configuring a DAP=

Configuring a DAP

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