Contents
Welcome to the Interaction Concentrator User’s Guide
This document provides an overview of the basic Interaction Concentrator architecture, and detailed information about Interaction Concentrator features and functionality. It also provides you with the information you need to know to perform ongoing maintenance and administration of Interaction Concentrator. This document is primarily intended for system integrators. It has been written with the assumption that you have a basic understanding of:
- Computer-telephony integration (CTI) concepts, processes, terminology, and applications
- Network design and operation
- Database design and operation
- Your own network configurations
You should also be familiar with:
- Genesys Framework architecture and functions
- Genesys products deployed in your contact center
- Your real-time and historical reporting objectives
The information in this Guide can be divided into the following sections:
About Interaction Concentrator
These topics provide detailed information about Genesys Interaction Concentrator data, features, and functionality. They also provide a high-level overview of the basic architecture and components of Interaction Concentrator.
- Product Overview
- Introducing IDB Schema
- How ICON Works
- Identifying Who Released the Call
- Tracking Multi-Site Call Data Via ISCC
- Integrating with Multimedia
- Processing Attached Data
- Monitoring Virtual Queues and Routing Points
- Agent States and Login Sessions
- Integrating with Outbound Contact
- Processing User Events and Custom-Defined States
High Availability
Explains how to implement HA in Interaction Concentrator and how data is processed in HA environments.
Administration
Explains how to perform ongoing maintenance and administration of Interaction Concentrator, as well as to troubleshoot startup and runtime problems.
- Monitoring Interaction Concentrator
- Filtering IDB Data
- Resynchronizing Configuration Changes
- Using Special Stored Procedures
- For how to start and stop ICON, see Starting and Stopping in the Interaction Concentrator Deployment Guide.
- For troubleshooting tips, see Troubleshooting in the Interaction Concentrator Deployment Guide.