Contents
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.
Environment Assumptions
The instructions in this section assume that you are creating new Application objects under the Environment folder, 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.
To deploy the ICON server, perform the following procedures:
- Import the Application Template
- Create an ICON Application Object
- Configure the General tab
- Configure the Server Info tab
- Configure the Start Info tab
- Configure the Options tab
- Configure the Tenants tab
- Configure the Connections tab
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.
- Open the Configuration Manager main window in Genesys Administrator Extension.
- Select the Environment > Application Templates folder.
- From the File menu, select Import Application Template.
- In the Look In box, click the down arrow.
- Locate the Interaction Concentrator 8.1 product CD, and open the TEMPLATES folder.
- Select the template file for Interaction Concentrator; it is called Interaction_Concentrator_81x.apd.
- Click Open to open the Properties dialog box for the template.
- Make any changes that you require.
- Click OK to save the template and close the Properties dialog box.
The next step is to configure an Interaction Concentrator Application object.
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.
- Open the Configuration Manager main window.
- Select the Environment > Applications folder.
- From the File menu, select New > Application.
- From the available application templates in the Browse dialog box, select the template that you imported for Interaction Concentrator.
- On each of the Application tabs, enter the settings appropriate for your environment, as explained in detail in the section that follow.
- Click OK to save your changes, then close the Properties dialog box.
Configure the General tab
In the Properties dialog box, click the General tab, and then enter a name for this application.
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.
- 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.
Configure the Start Info tab
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 the Starting and Stopping page.
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 Special Configuration Requirements.
- For information about the entire set of ICON configuration options, see Configuration Options.
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 description on the the role configuration option and in the video below. For more information about role assignments and restrictions for the cfg role, see "Recommended Role Assignments" on the ICON Roles page.
Log Options
- Configure both ICON-specific log options and common log options in the log-related configuration sections. For option descriptions, see the [log] options section on the ICON Configuration Options page and the Framework Configuration Options Reference Manual.
Running Multiple ICON Applications from the Same Directory
You can run multiple ICON Applications from the same directory using the same executable. To do so, each ICON Application should have a different value for the three following options: pq-dbname, cfg-dbname, and agent-pstorage-name. If the ICON Applications are configured to write log data to a file or files, these filenames should also be different.
HTTP Listener
- Configure an HTTP listener by creating a [listeners] section and specifying the appropriate option. For option descriptions, see the [listeners] section on the ICON Configuration Options page.
Configure the Tenants tab
- 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.
Configure the Connections tab
Click the Connections tab, and then add the following connections:
T-Server
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 the Supported Deployment Scenarios page.
In releases 8.1.0 and 8.1.1, you must restart ICON for updates to listed T-Servers to take effect.
Interaction Server
If this ICON instance is configured to process multimedia interactions reported by Interaction Server, add a connection to Interaction Server.
Outbound Contact Server
If this ICON instance is configured to process outbound data in an environment with Genesys Outbound Contact, add a connection to one or more Outbound Contact Server Applications. See Integrating with Outbound Contact in the Interaction Concentrator User's Guide for in-depth configuration information.
Configuration Server
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.
Message Server
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.
DAP
After you configure one or more DAP Application objects, add any DAP Application objects through which this ICON instance will access IDBs to the ICON Connections tab.
High Availability
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.