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Configuration and Installation

This section provides instructions for configuring and installing Interaction Concentrator, the Interaction Database (IDB), DB Server, and a Database Access Point (DAP).

DB Server and the DAP are Framework components required to use IDB.

Recommended Deployment Order

Before you deploy Interaction Concentrator, review Planning Your Deployment, and ensure that you have accounted for all prerequisites for the installation.

Then deploy Interaction Concentrator in the following order:

[+] 1. Host configuration objects
[+] 2. Telephony objects
[+] 3. DB Server
[+] 4. Interaction Concentrator
[+] 5. Interaction Database
[+] 6. Database Access Point

Deploying DB Server

After you configure Host objects for Interaction Concentrator components, deploy as many instances of DB Server as you need using the following procedure:

  1. Import the application template for DB Server.
  2. Configure an Application object for DB Server.
  3. Install DB Server on its host.
  4. Set up any environment variables that are specific to your RDBMS type.

For detailed instructions, see the Framework DB Server User’s Guide.

Deploying ICON

This section explains how to deploy as many instances of Interaction Concentrator as you need on either a UNIX or a Windows operating system.

Interaction Concentrator supports silent installation on Windows platforms. Also known as a silent setup, it enables you to install Interaction Concentrator without having to monitor the setup or provide input via dialog boxes. For instructions, see "Appendix E: Silent Setup" in the Framework 8.1 Deployment Guide.

Environment Assumptions
The instructions in this section assume that you are creating new Application objects under the Environment folder in Configuration Manager, in either a single-tenant or multi-tenant configuration environment. To create Application objects under a particular Tenant folder in a multi-tenant configuration environment, replace the word Environment with the name of your Tenant folder in the configuration instructions.

[+] 1. Import the Application Template
[+] 2. Create an ICON Application Object
[+] 3. Configure the General tab
[+] 4. Configure the Server Info tab
[+] 5. Configure the Start Info tab
[+] 6. Configure the Options tab
[+] 7. Configure the Tenants tab
[+] 8. Configure the Connections tab

Creating IDB

You can use any of the supported RDBMSs to host your IDB. Ask your Database Administrator to create a new database for each IDB instance that you intend to deploy for ICON data storage. Then, initialize each IDB instance, using the instructions in this section. {{NoteFormat|The user account that is created for IDB must have permissions to create database objects such as tables, stored procedures, and sequences.

The IDB initialization scripts create default (empty) custom dispatchers without first dropping any existing stored procedures named gudCustDISP1 and gudCustDISP2. This is to decrease the risk of overwriting customer-created stored procedures. However, if the gudCustDISP1 and gudCustDISP2 custom dispatcher stored procedures already exist in IDB, the CoreSchema_<db_type>.sql script returns an error, which is safe to ignore.

Genesys provides the SampleProc_<db_type>.sql script to help you understand how you can modify the stored procedures for customized attached data processing. Do not execute the sample script during installation. For more information about configuring your ICON application to support customized attached data processing, see the Attached Data tab on the Special Configuration Requirements page. For an example of a script to create a custom dispatcher stored procedure and custom storage table, see Sample Script for Custom Attached Data.

[+] Initialization Scripts
[+] Initializing IDB

Configuring a DAP

If you are unsure how to use Configuration Manager to create a new DAP Application object, refer to one of the following sources:

In addition to the standard configuration steps, complete the following procedure:

  1. On the General tab, when you specify the application name, keep in mind that the DAP can have the same name as the database itself. However, if you are using multiple access points to the same database, make their names unique.
  2. On the General tab, click Browse to locate the DB Server through which this database is to be accessed. This must be the DB Server that is either deployed or reused for ICON purposes (see the DB Server tab on the Configuration and Installation page).
  3. Do not select the JDBC Connection check box, because it does not apply to database connections through DB Server.
  4. On the DB Info tab, specify the properties as follows:
    • DBMS Name—The name or alias that identifies the RDBMS that handles IDB. The value of this option is communicated to DB Server so that it connects to the correct RDBMS:
      • For Oracle, set the value to the name of the Listener service (also known as a database alias).
      • For Microsoft SQL, set the value to the name of the SQL server (usually the same as the host name of the computer on which Microsoft SQL runs).
      • For PostgreSQL, set this value to the SQL server name (usually the same as the host name of the computer where PostgreSQL runs), as configured in the DB Server Application.
      • For DB2, set the value to the name or alias name of the database, as specified in the db2 client configuration.
    • DBMS Type—The type of RDBMS that handles IDB. You must set a value for this property.
    • Database Name—The name of the IDB instance to be accessed, as it is specified in the RDBMS that handles this database. You must set a value for this property, unless you specify oracle or db2 for DBMS Type. For Microsoft SQL and PostgreSQL, the value is the name of the database to which the client will connect.
    • User Name—The user name for accessing IDB, as established in the SQL server. You must set a value for this property.
    • Password—The password for accessing IDB, as established in the SQL server.
    • Re-enter Password—Confirmation for the value that you entered for Password.
    • Case Conversion—The case conversion method for key names of key-value lists that come from DB Server. This value specifies whether, and how, a client application converts the field names of a database table when it receives data from DB Server. This parameter does not affect the values of key-value lists that come from DB Server—the actual data is presented exactly as it appears in the database tables.
      • upper—Field names are converted into uppercase.
      • lower—Field names are converted into lowercase.
      • any—Field names are not converted. Use the default value (any), unless Genesys Customer Care directs you to do otherwise.
  5. When configuring a DAP Application object for IDB, do not configure any properties on the JDBC Info tab.
  6. If you intend to use multiple database access points to write different types of ICON data to different databases, specify which type(s) of data this particular database access point must handle. To do so,perform the following steps:
    1. On the Options tab, create a section named callconcentrator.
    2. Within the callconcentrator section, create a configuration option named role.
    3. Set the option value to indicate the types of data that will be stored through this DAP. For more information, see description of the role option under ICON Role in the callconcentrator section of the Configuration Options page. The role option values must be lower-case (for example, cfg). ICON interprets role option values in uppercase (CFG) or mixed case (Cfg) as invalid and defaults to the all role.
      • For optimal performance, Genesys recommends the following sets of values for a given database access point:
        • gcc,gud,gls
        • cfg
        • gos
  7. After you configure a DAP Application object, add it to the Connections tab of the ICON application that will use this DAP as an interface to IDB.
This page was last modified on September 11, 2014, at 07:13.


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