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Copyright

All Genesys software is © Copyright 2011–2016 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:


  • NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

New in Release 8.1.0

  • Capability of a single ICON-IDB set to handle data from IVR Servers in load-balancing mode – Previously, if IVR Servers were configured in load-balancing mode, you were required to have a separate instance of ICON for each IVR Server.
  • Support for a new ICON role: lrm – The new role is introduced specifically for use with License Reporting Manager (LRM). It enables you to capture specific data that is necessary for LRM reporting purposes.
  • Capability to capture the outbound number dialed – The algorithm that ICON uses to extract and calculate the outbound numbers that were dialed has been improved.
  • ICON now stores URS timestamps for Virtual Queues — URS now provides a timestamp for each Virtual Queue message that it distributes. In previous releases, the timestamp for Virtual Queue events was provided by T-Server. This functionality requires URS release 8.1.100.08 or higher.
  • Capability to capture VQ identifiers (IDs) associated with routing points – Interaction Concentrator supports reporting on the VQ IDs that are associated with a routing point when an interaction is either distributed to the target by a URS strategy or is abandoned on a routing point. This functionality requires URS release 8.1 or higher.
  • Support for Oracle 11g – The support includes Real Application Clusters (RAC) in Transparent Application Failover (TAF) mode.
  • Support for TCP/IP v6.

New in Release 8.1.1

  • Support for a restricted release of SIP Cluster — For information on Genesys SIP Cluster technology, contact your Genesys representative.
  • Improved purging for Oracle databases with partitioning — Enables efficient purging of IDB by truncating entire partitions.
  • Support for TLS & TLS FIPS — For enhanced data security.
  • Support for additional operating systems — IBM AIX 7.1 64-bit and Red Hat Enterprise Linux 5 64-bit native.

New in Release 8.1.2

  • Support for IDB installed on PostgreSQL 9.1.
  • Support for dynamic updates of T-Server host and port information — This applies to any T-Server listed on the Interaction Concentrator Connections tab.
  • Support for client-side port definition — For details on this functionality and how to configure it, see the Genesys Security Deployment Guide.
  • Support for purge of the persistent queue (PQ) file at ICON startup — Includes the option to set the maximum PQ file size after which purging is automatically triggered.
  • Support for additional operating systems — Windows Server 2008 64-bit native and Red Hat Enterprise Linux 6.0 64-bit native.

New in Release 8.1.4

  • Capture of changes to configuration options that are located on the Annex tab — These changes are related to Genesys Interactive Insights access roles for certain configuration objects.
  • Recognition and collection of data associated with the out-of-signaling-path feature of SIP Server — ICON stores records that track multi-site ISCC interactions within a call in the order they were initially added by SIP Server.
  • Support for recognition of multi-site ISCC transfers for which ICON receives information after call deletion.
  • Support for unresponsive process detection.
  • Security enhancements — Support for database encryption and hiding of TEvent attached data in logs. For details on this functionality and how to configure it, see the Genesys Security Deployment Guide.
  • Adjusted SQL script file names — To enable automated upgrade of IDB.
  • New supported platform — Windows Server 2012 64-bit native.
  • New supported databases — Oracle 12c and 12c RAC and Microsoft SQL Server 2012

New in Release 8.1.5

In release 8.1.514.06 (08/07/2017)

  • To restore backward compatibility, the default value for the max-userdata-length configuration option has been changed from 1024 to 255.

In release 8.1.514.03 (05/02/2017)

  • You can now set an alarm for situations in which Interaction Concentrator call handling rules result in unprocessed or destroyed calls. A new configuration option, log-call-failure, and the new log event on which you can set an alarm, 09-20039, support this functionality.

In release 8.1.514.02 (04/14/2017)

  • Interaction Concentrator now stores a user-configurable number of calls/interactions and parties associated with a device. This enables more detailed reporting on the progress and outcome of interactions. To support this functionality, the max-party-info configuration option has been added.

In release 8.1.512.08 (01/31/2017)

  • The new timestamp-processing configuration option replaces the recently-introduced ignore-milliseconds option. The timestamp-processing option offers a more precise specification of how you want ICON to handle any necessary shortening of millisecond and microsecond timestamp values.
  • To keep backward compatibility with environments running Genesys Info Mart 7.6, the new max-userdata-length configuration option enables you to set the maximum data length in certain fields to 255 characters in IDB data.
  • The field lengths for some IDB fields in the GM_F_USERDATA, G_USERDATA_HISTORY, and G_SECURE_USERDATA_HISTORY tables have been increased.
  • The 16-bit integer datatype for some IDB fields in the G_CALL_STAT and G_PARTY_STAT tables has been increased to 32-bit integer.
  • Support has been discontinued for use of the HTTP Listener to monitor and report on Interaction Concentrator performance.

In release 8.1.511.01 (10/31/2016)

  • You can now specify how Interaction Concentrator handles values that are measured in milliseconds or microseconds. Interaction Concentrator can either truncate microsecond and millisecond values to seconds before storing them in IDB, or else round microsecond values to milliseconds. This functionality is controlled using the new ignore-milliseconds configuration option.
  • Added support for Microsoft SQL Server 2014.
  • The wrapper scripts now remove the following obsolete purge procedures on Oracle, PostgreSQL, and Microsoft SQL IDBs: gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS.
  • The Interaction Concentrator Physical Data Model Reference Guides are now available on the Genesys Documentation website.

In release 8.1.510.07 (09/23/2016)

  • Interaction Concentrator now supports Unicode Microsoft SQL IDBs. Note that Unicode is already supported for Oracle and PostgreSQL RDBMSs.
  • Interaction Concentrator now supports the Interaction Server ability to distinguish the agent login region.

In release 8.1.509.07 (06/17/2016)

  • This release contains modifications to support Genesys Cloud implementations only.

In release 8.1.508.09 (04/22/2016)

  • Distinguishing DNs with the same name—Interaction Concentrator now provides a method for ICON to distinguish the correct otherDN when both an internal DN and an external DN have the same name in multi-site SIP Server environments. For details, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name and the description of the same-dn configuration option.
  • Support for multiple routing scenarios in single-site and multi-site environments running SIP Server release 8.1.102.13 or higher—This functionality uses the new TS_PARENTPARTYGUID column in the G_PARTY table, which has been added to enable you to store the value associated with the SIP Server key name parent-party-uuid from AttributeExtensions. For details, see the description of the use-server-partyuuid option description in the Interaction Concentrator Deployment Guide.

In release 8.1.507.06 (02/09/2016)

  • ICON now stores data that enables reporting on agent focus time—The data comes in the form of key-value pairs (KVPs) in the attr_event_content attribute in the EventCustomReporting event, which is passed to ICON via Interaction Server. The data provides information for reporting on how focus time—that is, how long a particular interaction was in focus (actively being processed) on the agent desktop. For details, see Processing Data for EventCustomReporting.
  • ICON now stores data provided by Chat Server that enables you to determine who ended a chat session—For details, see Chat Session Attributes that Indicate Who Ended the Session.

In release 8.1.506.07 (12/04/2015)

  • Modifications to support SIP Server Cluster for Genesys Cloud implementations — SIP Server version 8.1.101.94 or higher is required for this new functionality, which is applicable to Genesys Cloud deployments only.
  • Ability to change the name and location of the cfg-sync.db file.

In release 8.1.505.05 (10/19/2015)

  • Hiding of sensitive attached data information in the ICON log file at every log level, if configured to do so — ICON has enabled you to hide sensitive attached data information for TEvents since release 8.1.2. With this release, ICON now enables you to hide such information for SQL statements as well.

In release 8.1.504.04 (08/03/2015)

  • Support for both sequential and parallel Hunt Group calls controlled by Genesys SIP Server — This functionality is supported only in standalone SIP Server environments.
  • Mutual TLS support — For information about this feature, see Mutual TLS in the Genesys Security Deployment Guide.

In release 8.1.503.03 (06/09/2015)

  • Automatic re-registration of unregistered DNs — Available on voice Switches only.
  • Improved purge locking — The purge procedure now uses a more robust native RDBMS approach and avoids the previously encountered issue of multiple purge processes running in parallel.
  • Support for Microsoft SQL 2012 Cluster.
  • Conversion of the Interaction Concentrator 8.1 User's Guide — Now in a conveniently accessible, searchable online format, available here: Interaction Concentrator User's Guide.

In release 8.1.502.04 (04/17/2015)

  • Ability to add an Interaction Server type application to the ICON Connections tab — Previously, you had to add a connection to an application of the type T-Server, which was a stand-in for the Interaction Server application.
  • Support for the EnhancedRouting type of Script object — This is used by Orchestration Server. You must upgrade to this release of Interaction Concentrator to use Enhanced Routing in Orchestration.
  • Support for IBM DB2 v10.

In release 8.1.500.04 (03/03/2015)

  • Support for single-step conference reporting.
  • Support of visibility mode — Recognition by Genesys Info Mart of IWS chat conference scenarios (visibility mode).
  • Ability to dynamically change the list of user data key names and their definitions — This enables you to avoid restarting ICON. In addition, you can now store the same key name multiple times, as long as it is stored in different tables or comes from different data sources.
  • Support for the following database version and platform:
    • PostgreSQL 9.3
    • Red Hat Enterprise Linux 7

Copyright

All Genesys software is © Copyright 2011–2016 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:


  • NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

New in Release 8.1.5

In release 8.1.514.06 (08/07/2017)

  • To restore backward compatibility, the default value for the max-userdata-length configuration option has been changed from 1024 to 255.

In release 8.1.514.03 (05/02/2017)

  • You can now set an alarm for situations in which Interaction Concentrator call handling rules result in unprocessed or destroyed calls. A new configuration option, log-call-failure, and the new log event on which you can set an alarm, 09-20039, support this functionality.

In release 8.1.514.02 (04/14/2017)

  • Interaction Concentrator now stores a user-configurable number of calls/interactions and parties associated with a device. This enables more detailed reporting on the progress and outcome of interactions. To support this functionality, the max-party-info configuration option has been added.

In release 8.1.512.08 (01/31/2017)

  • The new timestamp-processing configuration option replaces the recently-introduced ignore-milliseconds option. The timestamp-processing option offers a more precise specification of how you want ICON to handle any necessary shortening of millisecond and microsecond timestamp values.
  • To keep backward compatibility with environments running Genesys Info Mart 7.6, the new max-userdata-length configuration option enables you to set the maximum data length in certain fields to 255 characters in IDB data.
  • The field lengths for some IDB fields in the GM_F_USERDATA, G_USERDATA_HISTORY, and G_SECURE_USERDATA_HISTORY tables have been increased.
  • The 16-bit integer datatype for some IDB fields in the G_CALL_STAT and G_PARTY_STAT tables has been increased to 32-bit integer.
  • Support has been discontinued for use of the HTTP Listener to monitor and report on Interaction Concentrator performance.

In release 8.1.511.01 (10/31/2016)

  • You can now specify how Interaction Concentrator handles values that are measured in milliseconds or microseconds. Interaction Concentrator can either truncate microsecond and millisecond values to seconds before storing them in IDB, or else round microsecond values to milliseconds. This functionality is controlled using the new ignore-milliseconds configuration option.
  • Added support for Microsoft SQL Server 2014.
  • The wrapper scripts now remove the following obsolete purge procedures on Oracle, PostgreSQL, and Microsoft SQL IDBs: gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS.
  • The Interaction Concentrator Physical Data Model Reference Guides are now available on the Genesys Documentation website.

In release 8.1.510.07 (09/23/2016)

  • Interaction Concentrator now supports Unicode Microsoft SQL IDBs. Note that Unicode is already supported for Oracle and PostgreSQL RDBMSs.
  • Interaction Concentrator now supports the Interaction Server ability to distinguish the agent login region.

In release 8.1.509.07 (06/17/2016)

  • This release contains modifications to support Genesys Cloud implementations only.

In release 8.1.508.09 (04/22/2016)

  • Distinguishing DNs with the same name—Interaction Concentrator now provides a method for ICON to distinguish the correct otherDN when both an internal DN and an external DN have the same name in multi-site SIP Server environments. For details, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name and the description of the same-dn configuration option.
  • Support for multiple routing scenarios in single-site and multi-site environments running SIP Server release 8.1.102.13 or higher—This functionality uses the new TS_PARENTPARTYGUID column in the G_PARTY table, which has been added to enable you to store the value associated with the SIP Server key name parent-party-uuid from AttributeExtensions. For details, see the description of the use-server-partyuuid option description in the Interaction Concentrator Deployment Guide.

In release 8.1.507.06 (02/09/2016)

  • ICON now stores data that enables reporting on agent focus time—The data comes in the form of key-value pairs (KVPs) in the attr_event_content attribute in the EventCustomReporting event, which is passed to ICON via Interaction Server. The data provides information for reporting on how focus time—that is, how long a particular interaction was in focus (actively being processed) on the agent desktop. For details, see Processing Data for EventCustomReporting.
  • ICON now stores data provided by Chat Server that enables you to determine who ended a chat session—For details, see Chat Session Attributes that Indicate Who Ended the Session.

In release 8.1.506.07 (12/04/2015)

  • Modifications to support SIP Server Cluster for Genesys Cloud implementations — SIP Server version 8.1.101.94 or higher is required for this new functionality, which is applicable to Genesys Cloud deployments only.
  • Ability to change the name and location of the cfg-sync.db file.

In release 8.1.505.05 (10/19/2015)

  • Hiding of sensitive attached data information in the ICON log file at every log level, if configured to do so — ICON has enabled you to hide sensitive attached data information for TEvents since release 8.1.2. With this release, ICON now enables you to hide such information for SQL statements as well.

In release 8.1.504.04 (08/03/2015)

  • Support for both sequential and parallel Hunt Group calls controlled by Genesys SIP Server — This functionality is supported only in standalone SIP Server environments.
  • Mutual TLS support — For information about this feature, see Mutual TLS in the Genesys Security Deployment Guide.

In release 8.1.503.03 (06/09/2015)

  • Automatic re-registration of unregistered DNs — Available on voice Switches only.
  • Improved purge locking — The purge procedure now uses a more robust native RDBMS approach and avoids the previously encountered issue of multiple purge processes running in parallel.
  • Support for Microsoft SQL 2012 Cluster.
  • Conversion of the Interaction Concentrator 8.1 User's Guide — Now in a conveniently accessible, searchable online format, available here: Interaction Concentrator User's Guide.

In release 8.1.502.04 (04/17/2015)

  • Ability to add an Interaction Server type application to the ICON Connections tab — Previously, you had to add a connection to an application of the type T-Server, which was a stand-in for the Interaction Server application.
  • Support for the EnhancedRouting type of Script object — This is used by Orchestration Server. You must upgrade to this release of Interaction Concentrator to use Enhanced Routing in Orchestration.
  • Support for IBM DB2 v10.

In release 8.1.500.04 (03/03/2015)

  • Support for single-step conference reporting.
  • Support of visibility mode — Recognition by Genesys Info Mart of IWS chat conference scenarios (visibility mode).
  • Ability to dynamically change the list of user data key names and their definitions — This enables you to avoid restarting ICON. In addition, you can now store the same key name multiple times, as long as it is stored in different tables or comes from different data sources.
  • Support for the following database version and platform:
    • PostgreSQL 9.3
    • Red Hat Enterprise Linux 7

Interaction Concentrator

Interaction Concentrator is a part of Genesys Reporting and Analytics offering. The server application, called Interaction Concentrator (or ICON), uses the Interaction Database (or IDB) to store detailed reporting data from various sources in a contact center empowered with Genesys software. Downstream reporting systems can access Interaction Concentrator data in near-real time.

Interaction Concentrator falls under the Business Optimization Analytics solution of the PureEngage offering.

Interaction Concentrator is part of Genesys 9.0, which can include component releases from 9.0.x, 8.5.x, and 8.1.x code streams. Interaction Concentrator is a part of Genesys 9.0 starting from release 8.1.514.08.

What's New

Release Notes

Documentation

Deployment Guide

Use this guide to deploy Interaction Concentrator and enable its features. Includes 8.1.5 migration procedures and log events updates.

User's Guide

Use this guide for detailed information about Interaction Concentrator functionality.

New Features and Modifications in 8.1.5

Records new features, configuration option changes, and IDB updates in all 8.1.5 releases, with links to the relevant documentation.

Database Size Estimator

Use this tool to estimate the size of the IDB in your environment.

Physical Data Model Documentation

Related Reporting Products


More Release Information


What's New

Release Notes

Documentation

Deployment Guide

Use this guide to deploy Interaction Concentrator and enable its features. Includes 8.1.5 migration procedures and log events updates.

User's Guide

Use this guide for detailed information about Interaction Concentrator functionality.

New Features and Modifications in 8.1.5

Records new features, configuration option changes, and IDB updates in all 8.1.5 releases, with links to the relevant documentation.

Database Size Estimator

Use this tool to estimate the size of the IDB in your environment.

Physical Data Model Documentation

Deployment Procedure

Release Advisory

Related Reporting Products


More Release Information


Release Notes

Documentation

Deployment Guide

Use this guide to deploy Interaction Concentrator and enable its features.

User's Guide

Use this guide to learn about Interaction Concentrator functionality.

Physical Data Model for an Oracle Database

Use this document to learn about the database schema for an Oracle IDB.

Physical Data Model for a Microsoft SQL Database

Use this document to learn about the database schema for a Microsoft SQL Server IDB.

Physical Data Model for a DB2 Database

Use this document to learn about the database schema for an IBM DB2 IDB.

Database Size Estimator

Use this tool to estimate the size of the IDB in your environment.

Deployment Procedures

Readme and Advisory

Related Reporting Products

Release Notes

Documentation

Deployment Guide

Use this guide to deploy Interaction Concentrator and enable its features.

User's Guide

Use this guide to learn about Interaction Concentrator functionality.

Physical Data Model for an Oracle Database

Use this document to learn about the database schema for an Oracle IDB.

Physical Data Model for a Microsoft SQL Database

Use this document to learn about the database schema for a Microsoft SQL Server IDB.

Physical Data Model for a DB2 Database

Use this document to learn about the database schema for an IBM DB2 IDB.

Database Size Estimator

Use this tool to estimate the size of the IDB in your environment.

Deployment Procedures

Readme and Advisory

Related Reporting Products

This page was last modified on July 9, 2018, at 07:53.