Processing User Events and Custom-Defined States
Interaction Concentrator support for customer-defined states is designed to provide compatibility with Call Concentrator functionality in legacy deployments. This feature enables customers to use existing investments in customized desktop applications.
This chapter describes how Interaction Concentrator (ICON) processes user data from User Events. It contains the following sections:
For information about ICON configuration and agent desktop application settings that make data about custom states and common data available in Interaction Database (IDB), see the Agent States and Logins tab on the Special Configuration Requirements page.
Custom States in Interaction Concentrator
The term custom states refers to customer-defined states of endpoints. If it has been configured to do so, Interaction Concentrator (ICON) supports the processing of data from the T-Server EventUserEvent, in order to store associations between:
- Common data and the voice call (or the call party, when applicable).
- Custom states and the voice call (or the call party, when applicable).
Both an active call and the last call on the device can participate in the association (the last call being the one that ended immediately before the start of the custom state or the arrival of EventUserEvent).
Storing Data from EventUserEvent
ICON processes data from EventUserEvent separately from call user data.
Common Data
If it has been configured to support custom states, ICON stores common data from EventUserEvent in two tables that are created by the IDB initialization script: G_CUSTOM_DATA_S and G_CUSTOM_DATA_P. You can configure unique keys to store values of customer-defined keys. Duplicate key names in the attached data is not supported.
Custom States
ICON stores data related to custom states from EventUserEvent in the G_CUSTOM_STATES table, which is created by the IDB initialization script.
ICON writes information to IDB when the custom state is finished. To avoid problems arising from stuck custom states, ICON clears all active custom states when the agent’s login session is terminated.
For more information about the custom data and custom state tables, see the Interaction Concentrator 8.1 Physical Data Model document for your particular RDBMS.