Architecture

Operating on top of Genesys Framework, the Interaction Concentrator product consists of a server application called Interaction Concentrator (ICON) and a database called Interaction Database (IDB). The server receives data from the data sources such as Configuration Server, T-Server, or particular Genesys applications; it then stores this data into IDB through Genesys DB Server.

===Supported Deployment Scenarios===

Basic Architecture

Interaction Concentrator is a Genesys product that collects and stores detailed data from various sources in a contact center that is empowered with Genesys software. Downstream reporting systems can access Interaction Concentrator data in near real time.

Operating on top of Genesys Framework, the Interaction Concentrator product consists of a server application called Interaction Concentrator (ICON) and a database called Interaction Database (IDB). The server receives data from the data sources such as Configuration Server, T-Server, or particular Genesys applications; it then stores this data into IDB through Genesys DB Server.

The figure below depicts the basic ICON architecture, omitting most of the Framework components for the sake of simplicity.

Figure 1 depicts the basic ICON architecture, omitting most of the Framework components for the sake of simplicity.

Basic Interaction Concentrator Architecture