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Configuring for Multi-Language Support

For multi-language support, the following items might apply depending on your environment and requirements:

  • If you require UTF-8 support, you must use Configuration Layer components of release 8.1.3 or higher.
  • If you are running an Oracle database, make sure the NLS_LANG environment variable on the host where DB Server is installed is set to match the character encoding of data in the Oracle database; for example, NLS_LANG=.UTF8. This is especially important when using UTF-8 language encoding, and in all Chinese, Japanese, and Korean language environments. For additional information on specific configuration information for Oracle databases, see the Framework Database Connectivity Reference Guide.
  • In environments with PostgreSQL RBDMS, the IDB processing configuration details (having the role option set to cfg) should be created to use encoding identical to that used by Configuration Server. For example, you may set PostgreSQL database encoding to WIN1252 to use extended ASCII from European languages, or use SQL_ASCII.
  • In environments with PostgreSQL RBDMS, if you require ICON to process user data using any symbols other than ASCII, you must create your PostgreSQL IDB with encoding that supports these symbols. If this encoding is different from the Configuration Server encoding, you must have a separate IDB for configuration details.

Unicode Support

How you configure Interaction Concentrator for Unicode support depends on which RDBMS you are using for IDB.

Configuring for Unicode Support in an Environment with a Microsoft SQL IDB

Starting from release 8.1.510.07, Interaction Concentrator supports storage of Unicode user data on Microsoft SQL IDBs. The affected fields use the nvarchar datatype instead of the varchar datatype. Note that as a result, these fields use twice as much space as they would if they used the varchar datatype.

Important
  • If you require Unicode support, you must use DB Server 8.1.301.11 or higher.
  • International symbols will be written correctly only if ICON receives them in Unicode (UTF-8). To use Unicode, it is mandatory to have UTF-8 encoding configured in Configuration Server, in your XML attached data specification, and in all clients that attach international data to interactions.

The Unicode Microsoft SQL database schema uses nvarchar fields for all columns that store data entered by the user. To configure Interaction Concentrator on a Microsoft SQL IDB for Unicode, perform the following steps:

  1. Install DB Server 8.1.301.11 or higher. Configure DB Server with the following settings in the [dbserver] configuration options section:
    • msql_name = ./dbclient_851/dbclient_msql.exe
    For additional information about DB Server, see the DB Server User's Guide.
  2. Set up your Configuration Server for Unicode support (that is UTF-8 encoding). For instructions, see Deploying Configuration Server in the Framework Deployment Guide.
  3. Verify that your other data source applications are configured for Unicode support. For instructions, see the relevant deployment information for T-Server, Interaction Server, Outbound Contact Server.
  4. If you are using Unicode in your attached data, ensure that your XML attached data specification is saved with UTF-8 encoding. (If all of your defined data keys are in ASCII format, you can save the XML attached data specification file in ASCII format.)
  5. Create a new IDB. There is no migration from an existing IDB to Unicode. To do so:
    • Run the CoreSchema_multilang_mssql.sql database initialization script (rather than the CoreSchema_mssql.sql initialization script) on the new database.
  6. Set the appropriate value for the support-unicode ICON Application option.
  7. Check the ICON log file for the following messages indicating whether there are configuration issues in your environment:

    8. If you have questions about this process, please contact Genesys Customer Care.

Additional Notes

There is no migration path for an existing Microsoft SQL IDB to a Unicode one. If you need special help with data transfer, contact Genesys Customer Care for assistance.

The Interaction Concentrator upgrade procedure remains unchanged. In case of future database schema changes, a single upgrade script will upgrade both Unicode and non-Unicode IDBs.

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