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agent-pstorage-name

Section: callconcentrator
Default Value: apstorage.db
Valid Values: Any valid file name
Changes Take Effect: After restart


Specifies the name of the persistent cache file that ICON creates and uses to store information about agent login sessions before writing the information to IDB.

pq-startup-purge

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, any other positive integer
Changes Take Effect: After restart


Controls the purging of the persistent queue (PQ) file, which reduces the total file size by releasing unused file space. Purging a large PQ file may take several minutes. Therefore purging is performed only at ICON initialization, before ICON is fully started and has active interactions.

If ICON has unprocessed transactions in the PQ file at startup (for example, because of DBServer or database unavailability during the previous session) only space not occupied by these unprocessed transactions can be released.

Valid Values:

  • 0 - Never purge the PQ file
  • 1 - Always purge the PQ file when ICON starts up
  • Any other positive number (optionally followed by kb, mb, or gb) - Maximum file size before ICON purges the PQ file at startup. The default unit is bytes; the units should be set in lowercase. For example, you might set the value to 100 mb or 100 kb.

Note: When purging the ICON PQ file, the content is copied into a temporary file. ICON then overwrites the original PQ file with the content of the temporary file. This means that the temporary file should have at least two times the size of the original PQ file in available free disk space to safely purge the PQ file.

pq-startup-check

Section: callconcentrator
Default Value: 1
Valid Values: 1, 0
Changes Take Effect: After restart


Specifies whether ICON checks the integrity of its persistent queue at startup. With a large-sized persistent queue file (hundreds of megabytes), the integrity check takes up to three minutes of startup time. For any integrity violations that it finds during the integrity check, ICON issues an error message, changes the extension of the corrupted queue file to *.bak, and creates a new database queue.

Warning! If you disable the option, problems with internal PQ file structure might cause ICON to stop processing data. If this happens, ICON logs error message 09-25024 "ICON cannot preserve or store the data." Genesys strongly recommends that you set an alarm on this log message.

Note: The values true and false are also valid.

pq-purge-number

Section: callconcentrator
Default Value: 10
Valid Values: Any non-negative integer
Changes Take Effect: Immediately


Specifies the number of committed transactions after which ICON purges from its persistent queue the information that is already stored in IDB. For example, if the value is set to 10, ICON performs a purge operation on its persistent queue after every ten transactions.

pq-dbname

Section: callconcentrator
Default Value: icon.pq
Valid Values: Any valid file name, :memory:
Changes Take Effect: After restart


Specifies the name of the persistent queue file that ICON creates and uses to store information before writing the information to IDB. With the default setting, the file name consists of the prefix icon_, followed by the identifier that Configuration Server assigns to this particular ICON application (the DBID) - for example, icon_161.pq.

The special value :memory: instructs the Persistent Queue Manager to use memory as storage instead of a physical file. Using memory for persistent queue storage may improve ICON performance with regard to database writes. However, this setting increases memory consumption, and you run the increased risk of losing data in the event ICON terminates abnormally.  

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pq-backlog-clearance-threshold

Section: callconcentrator
Default Value: 0
Valid Values: An integer in the range of 0 to (value of pq-backlog-alarm-threshold)
Changes Take Effect: After restart


Specifies the minimum number of records pending in the persistent queue. When this number is reached, ICON will generate message 09-25026, if log message 09-25025 was previously generated (see the pq-backlog-alarm-threshold option).

A value of 0 indicates that no log message is generated.

pq-backlog-alarm-threshold

Section: callconcentrator
Default Value: 0
Valid Values: 0-4294967295
Changes Take Effect: After restart


Specifies the maximum number of records allowed to be pending in the persistent queue for submission to IDB. When the threshold is reached, ICON generates log message 09-25025.

A value of 0 indicates that no log message will be generated.

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cfg-dbname

Section: callconcentrator
Default Value: cfg-sync.db
Valid Values: Any valid file path, absolute or relative, to the ICON start directory, and any valid file name.
Changes Take Effect: After restart


Controls the name and location of the persistent cache file where Configuration Server data used by ICON is stored locally. You can use this in order to run multiple ICON Applications from the same directory using the same executable. Each ICON Application must have a different value for the three following options: cfg-dbname, pq-dbname, and agent-pstorage-name. If the ICON Applications are configured to write log data to a file or files, these filenames should also be different.

Notes:

  • This file is created only when ICON has cfg role set. For more on this role, see the description of the role option.
  • This file should be on a local hard drive. Avoid placing it on a network or removable drive.

 

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agent-pstorage-name

Section: callconcentrator
Default Value: apstorage.db
Valid Values: Any valid file name
Changes Take Effect: After restart


Specifies the name of the persistent cache file that ICON creates and uses to store information about agent login sessions before writing the information to IDB.

acc-queue-size

Section: callconcentrator
Default Value: 500
Valid Values: Any positive integer
Changes Take Effect: Immediately


Specifies the maximum number of serialization records that ICON keeps in the in-memory queue before writing them to a persistent queue (as the first stage of serialization). The process of writing to a persistent queue is triggered when the limit set either by this option or by the acc-queue-lifespan option is exceeded. This option also defines the size of a database writing transaction.

acc-queue-lifespan

Section: callconcentrator
Default Value: 5
Valid Values: Any positive integer
Changes Take Effect: Immediately


Specifies the interval, in seconds, during which ICON accumulates records in its in-memory queue before writing them to a persistent queue (as the first stage of serialization). The process of writing to a persistent queue is triggered when the limit set either by this option or by the acc-queue-size option is exceeded.

acc-proc-tout

Section: callconcentrator
Default Value:
Valid Values:
Changes Take Effect:


In all 8.x releases of Interaction Concentrator, this option has a hard-coded value of 1 second and does not require you to set a value. If you change the option value, Interaction Concentrator disregards it.

In releases up to 8.1.514.08, this option was incorrectly described as having a configurable value.

The Interaction Concentrator Components and What They Do

Interaction Concentrator consists of a server, known as the ICON Server or simply ICON, and the Interaction Database (IDB).

ICON

This section provides a high-level overview of how ICON handles data.

Data Preprocessing

ICON preprocesses events received from Configuration Server, T-Server, Interaction Server, and Outbound Contact Server (OCS), according to the role configured for the ICON instance. Preprocessing occurs in the in-memory queue (accumulator).

You can configure the size of the in-memory queue or the interval at which data is written from it to the persistent queue. You can also configure the total number of keep-in-memory interactions that can reside concurrently in an interaction queue or interaction workbin. (This functionality requires Interaction Server release 7.6.1 or higher.)

For more information about the relevant configurations, refer to the following options:

Data Preparation and Writing

Once data is processed in the in-memory queue, ICON performs the following functions:

  • Writes the data from the in-memory queue to the persistent queue and persistent caches.
  • Manages the data in the persistent queue and persistent caches.
  • Writes data from the persistent queue into IDB.
  • Writes data from the persistent cache for configuration data (cfg-sync.db) into IDB.

The Persistent Queue (PQ) File

The persistent queue is a file that ICON creates and uses to store data before writing it to IDB. The persistent queue also stores information about requests to write data to IDB. Data in the persistent queue survives a shutdown and restart of ICON. The size of the persistent queue is not formally limited by ICON, but the operating system may impose some limitations.

Important
To reduce the possibility that Interaction Concentrator might lose connection with the pq file you are required to locate it on a local drive rather than a network or removable drive.

Each ICON instance creates its own persistent queue file (default name icon.pq), which stores data for all the roles that are configured for that ICON. For more information, see ICON Roles.

Persistent Queue Configuration Options

ICON configuration options enable you to specify:

  • The file name of the persistent queue.
  • The frequency (in terms of number of committed transactions) with which ICON clears data out of the persistent queue.
  • Thresholds for environment failure alarms.
  • The alarm thresholds can be used to monitor ICON performance.
  • Persistent queue behavior at startup.

For more information, see the descriptions of the following options, which control persistent queue behavior:

Persistent Caches for Configuration and Login Session Data

In addition to the regular persistent queue, the ICON instance that performs the cfg role creates and maintains a persistent cache for configuration data. The name of the persistent cache for configuration data is cfg-sync.db and it cannot be changed.

The cfg-sync.db persistent cache plays an important role in maintaining IDB synchronization with the Configuration Database. ICON keeps a timestamp in the persistent cache for configuration data changes and, on startup, requests from Configuration Server all configuration changes that occurred after that timestamp.

  • For more information about how the persistent queue and the cfg-sync.db persistent cache work to maintain up-to-date configuration information, see Populating Configuration Data.
  • For recommendations about best practices regarding synchronization, see Resynchronization.

Persistent Cache for Agent Login Session Data

In addition to the regular persistent queue, the ICON instances that perform the gcc, gls, and gud roles create and maintain a persistent cache for agent login session data. In High Availability (HA) deployments, ICON uses this cache to prevent duplicate storage of agent login sessions in IDB and to prevent stuck login sessions. For more information, see Agent States and Login Sessions.

A configuration option, agent-pstorage-name, enables you to specify the name of this persistent cache. The default file name is apstorage.db.

IDB

The Interaction Database (IDB) stores data about contact center interactions and resources at a granular level of detail. IDB is a database optimized for storage (in other words, primarily for inserting data). Interaction Concentrator itself does not provide a reporting facility. You can use IDB as a consistent and reliable data source for downstream reporting applications.

  • For a high-level description of the IDB architecture, see Introducing IDB Schema.
  • For a complete table structure and descriptions of all IDB tables and fields, see the Interaction Concentrator 8.1 Physical Data Model document for your particular relational database management system (RDBMS).

Stored Procedures

Interaction Concentrator uses a number of stored procedures. Most of these are entirely internal to Interaction Concentrator functioning. Therefore detailed information about them is not relevant for end users.

Most stored procedure names start with a schema-specific prefix, so that they constitute a schema-specific package. Each ICON 8.1.x version works only with the stored procedures package for the associated schema. This streamlines future migration by reducing the number and combinations of scripts that must be executed to upgrade the required stored procedures. A wrapper script links the stored procedures that are exposed for end-user use to the equivalent stored procedures in each schema-specific set.

The following stored procedures are exposed for end-user use and require user input or action:

Purge Procedures

There are a number of alternative procedures for purging IDB. For a detailed discussion of purge procedures, see Purge Stored Procedures in the Interaction Concentrator User's Guide.

  • gsysPurge80/gsysPurge81—Safely purges voice and multimedia interactions; attached data; agent login session data; and Outbound Contact data from IDB. The version of this purge procedure corresponds with the Interaction Concentrator release you are using.
    • The gsysPurge81 purge procedure has been renamed to GSYSPurge81Common; however, the wrapper name, GSYSPurge81, remains the same as in previous releases, so you do not need to change scripts as a result of this update.
  • purgePartitions811—In a partitioned IDB, this purge procedure clears the database by truncating all except the specified number of days/partitions in all affected tables. It also retains a default additional partition for “tomorrow.”
    • The purgePartitions811 procedure is supported only for IDBs running Oracle 11 or higher.
    • Genesys recommends that you do not use the purgePartitions811 purge procedure on IDBs containing long-living data, such as multimedia IDBs.
  • gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS—Safely purge voice interactions, user data history, agent login session, and Outbound Contact data, respectively, from IDB.
    • These separate purge procedures were discontinued in release 8.1.503.03. If you are using Interaction Concentrator 8.1.503.03 or higher, use gsysPurge81 or (in Oracle environments) purgePartitions811.
Important
These procedures purge all tables that accumulate eventually-obsolete data. However, they do not purge all tables. For a list of tables that are purged, see Tables Purged by the Purge Stored Procedures.

Custom Dispatchers

The following stored procedures customize attached data processing.

  • gudCustDISP1
  • gudCustDISP2

Merge Procedures

Important
Genesys Info Mart 8.x performs its own merge procedure and does not use the Interaction Concentrator merge procedures.

The following merge procedures finalize data processing of closed single-site and multi-site interactions:

  • gsysIRMerge and gsysIRMerge2

The following procedure resets the merge procedure to recover from a failed state:

  • gsysIRMergeReset

Time-Setting

The following stored procedure populates the G_TIMECODE table to enable time–interval reporting:

  • gsysInitTimeCode

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This page was last modified on 18 May 2018, at 07:33.