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Section: callconcentrator
Default Value: all
Valid Values: all, cfg, gcc, gls, gos, gud
Changes Take Effect: After ICON restart

Specifies the type of data that this ICON instance processes and stores in IDB.

Important: Role assignments must be configured using only lower case (for example, cfg). ICON interprets uppercase (CFG) or mixed case (Cfg) settings as invalid and defaults to the all role.

Valid values: A comma-separated list including any of the following:

  • all - Stores all types of data.
  • cfg - Stores the initial configuration state and a history of configuration changes retrieved from Configuration Server.
  • gcc - Stores interaction-related and party-related information—that is, T-Server and Interaction Server data that pertains to voice and multimedia interactions, and the parties associated with those interactions.
  • gls - Stores T-Server and Interaction Server data that pertains to agent states and agent login sessions.
  • gud - Stores T-Server and Interaction Server data that pertains to the attached data associated with calls.
  • gos - In an environment with the Outbound Contact solution, stores OCS data that pertains to outbound calls and campaigns.

Configuration and Installation

This page 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.)

The following pages contain additional information important for a successful deployment:

The information on this page is primarily directed towards first-time deployments of Interaction Concentrator. If you are migrating from an earlier release of Interaction Concentrator, ensure that you review Appendix: Migration Procedures before you perform any installation procedures.

This section provides instructions on the following topics:

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

Use Configuration Manager to configure a Host configuration object for the computers on which the DB Server and Interaction Concentrator (ICON) server applications will reside.

For information about Genesys configuration objects, see the Framework Configuration Manager Help.

2. Telephony objects

Use Configuration Manager to make any modifications to the telephony objects on which ICON will report, including the Switch object for the PBX and any DN (Directory Number) objects that are configured for this Switch object.

For configuration settings that are specific to ICON, see the Interaction Concentrator Options Reference sections on Switch Configuration Options and DN Configuration Options.

3. DB Server

If you decide to use a DB Server that serves another application for Interaction Concentrator storage purposes, you can skip this step.

To configure and install a DB Server that will handle ICON requests for IDB data storage, use standard deployment instructions from the Management Framework Deployment Guide.

See DB Server Deployment for notes specific to installation with Interaction Concentrator.

4. Interaction Concentrator

Configure and install Interaction Concentrator.

In an environment with multiple ICON instances, repeat the configuration and installation steps for each ICON instance, making the necessary adjustments when you configure ICON connections and configuration options.

5. Interaction Database

In an environment with multiple IDB instances, repeat the steps to create IDB for each IDB instance.

6. Database Access Point

  1. Deploy a DAP Application object that specifies IDB connection parameters.
  2. In an environment with multiple ICON instances, each of which stores data to its own IDB instance, repeat the steps to create a separate DAP for each IDB instance. If you decide to write different types of data from a single ICON instance to different databases, also configure a separate DAP for each database.
  3. Ensure that the role configuration option settings that you specify for the DAP are consistent with the role settings specified for the ICON instance that it serves.
This page was last edited on January 18, 2018, at 19:21.
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