ICON8.1.2 - Single-Site Deployment

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.