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.
Single-Site Deployments
In a single-site contact center, the following approaches to Interaction Concentrator deployment are typical:
- A single ICON and a single IDB
- Multiple instances of ICON with different roles writing to a single IDB
- Multiple instances of ICON with different roles writing to multiple instances of IDB
One ICON and One IDB
The simplest deployment scenario, which is suitable for smaller, single-site contact centers, consists of a single ICON instance that stores all data into a single IDB instance.
Deployments with multiple instances of ICON and multiple instances of IDB are straightforward extensions of this model.
A Single ICON and Single IDB Instance illustrates the deployment for voice interactions. This type of deployment is also suitable for multimedia environments*mdash;the Interaction Server occupies the same position in the architecture as T-Server.