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use-server-partyuuid

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: After restart
Introduced: 8.1.508.09

Interaction Concentrator can use the SIP Server PARTYUUID as the PARTYGUID value to support multiple routing attempts in single-site and multi-site scenarios, if SIP Server provides this information. ICON stores the data in the TS_PARENTPARTYGUID column in the G_PARTY table with the key name parent-party-uuid from AttributeExtensions.

Important:

  • The functionality enabled by this option requires SIP Server release 8.1.102.13 or higher.
  • SIP Server provides a parent PARTYUUID value only if the parent party is a Routing Point.
  • The party identified by SIP Server in the TS_PARENTPARTYID field may differ from the party ICON stores in the PARENTPARTYID field. For example, if the parent party is associated with an external routing point, SIP Server reports the grandparent (as reported by ICON) as a parent party.

Valid values:

  • -1—ICON behavior is defined at the moment it connects to T-Server or SIP Server.
  • 0—ICON works in compatibility mode and generates the PARTYGUID rather than taking it from an external source. This also means that ICON does not write TS_PARENTPARTYGUID values. Note that when running in cluster mode, ICON always uses AttributePartyUUID to generate the PARTYGUID.
  • 1—ICON takes the PARTYGUID from AttributePartyUUID (if available) and writes TS_PARENTPARTYGUID values (if available).
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ignore-milliseconds

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


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

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max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

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ignore-milliseconds

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


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

more...

timestamp-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Enables you to choose different alternatives for how Interaction Concentrator handles timestamps having fractions of milliseconds in TEvents and Interaction Server events.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior).
  • 1 - No rounding. ICON truncates fractions of milliseconds for timestamps in IDB.
  • 2 - Rounding enabled. ICON rounds fractions of milliseconds for timestamps in IDB.

 

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EventExtensions

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately
Dependencies: store-event-extensions
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: enable-supervision-subscription, store-event-extensions

Specifies the list of key names for which ICON stores KVP data related to agent supervision (monitoring) in the G_CUSTOM_DATA_S table. This data is provided in AttributeExtensions of EventUserEvent.  

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store-event-extensions

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately
Dependencies: sip-enable-call-info-extended, sip-enable-call-info, enable-supervision-subscription
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: EventExtensions

Specifies what, if any, KVP data relating to agent supervision (monitoring) ICON stores in the G_CUSTOM_DATA_S table. The KVP data comes from AttributeExtensions of EventUserEvent.

If you plan to use this functionality, you must also set the [callconcentrator]:enable-supervision-subscription option to true and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

Valid Values:

  • none—ICON does not store any KVP data.
  • all—ICON stores the values of all keys.
  • conf—ICON stores the values of the keys that are configured in the EventExtensions option.

 

enable-supervision-subscription

Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: sip-enable-call-info and sip-enable-call-info-extended
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: store-event-extensions, EventExtensions

Set this option to true to turn on recording of data relating to supervisor monitoring of agent calls.

Important
To use this functionality, you must also set the values for the following SIP Server options to true: sip-enable-call-info and sip-enable-call-info-extended.

If you intend to report on agent supervision, you must also set the [custom-states]:store-event-extensions option to all or conf and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

lookup-queue-on-ringing

Section: gts
Default Value: 1, 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.400.20

Enables ICON to identify the parent party from AttributeThisQueue in the EventRinging TEvent in complex transfer scenarios when the transfer is completed to a distribution DN before the call rings on the target DN, such as in a two-step blind transfer from a Routing Point or a Queue. This option is useful only for T-Servers, such as SIP Server, that provide AttributeThisQueue in the EventRinging TEvent.

Default values:

  • 1—This is the default for SIP switches, SIP network switches, and VoIPSMCP switches.
  • 0—This is the default for other/non-SIP related switch types.

Valid values:

  • 1—ICON checks whether EventRinging has a value for AttributeThisQueue. If this attribute is present, ICON searches for an active party on this queue. If such a party exists, it is set as the parent party for the new party created on ringing.
  • 0—ICON does not check whether EventRinging has a value for AttributeThisQueue.

ssc-processing

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


Enables support for single-step conference reporting. By default, this option is set to recognize single-step conferences.

  • Single-step conferences made to an external DN are not supported.

Valid Values:

  • 1 - ICON processes single-step conference scenarios when an internal DN is added to the conference.
  • 0 - ICON does not process single-step conference scenarios. This value is provided solely for backward compatibility.

tsync-threshold

Section: callconcentrator
Default Value: 1000
Valid Values: 0-2000
Changes Take Effect: Immediately
Discontinued: 8.1.400.22
Related Options: min-tsync-roundtrip

Specifies the maximum time difference, in milliseconds, allowed between the ICON host and the T-Server (or, if applicable, Interaction Server) host. When the threshold is reached, ICON generates standard log message 25130.

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

See also the Switch-level min-tsync-roundtrip option.

min-tsync-roundtrip

Section: gts
Default Value: 50
Valid Values: 0-500
Changes Take Effect: Immediately
Discontinued: 8.1.502.04
Related Options: tsync-threshold

Specifies the amount of time, in milliseconds, allowed for messages sent from ICON to T-Server to be acknowledged by T-Server, for the purposes of time synchronization. All messages that are acknowledged within the specified round-trip delay are considered valid for the purposes of calculating the time difference between the ICON host and the T-Server host.

The value 0 indicates that no calculation will be performed.

emulate-event-queued-rq

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: Immediately


Enables the emulation of EventQueued for a routing queue that belongs to this switch.

Valid values:

  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.
  • -1—Whether EventQueued is emulated is determined by other conditions and/or by the DN type.

Generation of EventQueued for a routing queue depends on a particular T-Server and its switch. ICON requires this event for a correct party representation in any environment.

For help setting this option correctly, contact Genesys Customer Care.

emulate-event-queued-rp

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: Immediately


Enables the emulation of EventQueued for a Routing Point that belongs to this switch.

Valid values:

  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.
  • -1—Whether EventQueued is emulated is determined by other conditions and/or by the DN type.

Generation of EventQueued for a Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment.

For help setting this option correctly, contact Genesys Customer Care.

emulate-event-queued-extrp

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: Immediately


Enables the emulation of EventQueued for an External Routing Point that belongs to this switch.

Valid values:

  • 0—EventQueued is not emulated.
  • 1—EventQueued is emulated.
  • -1—Whether EventQueued is emulated is determined by other conditions and/or by the DN type.

Generation of EventQueued for an External Routing Point depends on a particular T-Server and its switch. ICON requires this event for correct party representation in any environment.

For help setting this option correctly, contact Genesys Customer Care.

call-deletion-timeout

Section: gts
Default Value: 30
Valid Values: 0-3600
Changes Take Effect: Immediately


Specifies the amount of time, in seconds, that ICON delays call context deletion after receiving a notification that the call has been deleted in T-Server.

x-print-attached-data

Section: log
Default Value: 0
Valid Values: 0 | 1
Changes Take Effect: Immediately


Specifies whether user data is written to the log. Genesys recommends that you do not change the default setting (0), because printing user data to the log can significantly increase log size and impact system resources.

  • 1 - Enables printing user data to the log.
  • 0 - Suppresses printing user data to the log.

support-dn-type-N

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: After ICON connects or reconnects to T-Server


Specifies whether ICON should register on the specified type of DN. To specify the type, replace N in the option name with the desired type. For example, Extension = 1, so support-dn-type-1 controls behavior with respect to Extensions; whereas Virtual Queue = 5, so support-dn-type-5 controls behavior with respect to Virtual Queues.

Valid values:

  • 0—ICON does not register with T-Server for any events related to DNs of the specified type that belong to this switch.
  • 1—ICON registers with T-Server for events related to DNs of the specified type that belong to this switch.
  • -1—ICON registers with T-Server for the default list of DNs.

The default list of DNs depends on your environment. For example, if you set the value to -1, ICON functions as follows:

  • In a SIP Cluster environment, ICON does not register on any DN type except Routing Points.
  • In a stand alone (non-Cluster) environment, the ICON setting applies to registration on a preset group of DNs.

suppress-user-data

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


Specifies whether the switch instructs T-Server to propagate attached data only when the attached data changes. This optimizes ICON processing of attached data by reducing network traffic.

This option can be set at the level of the Switch or the ICON Application. ICON automatically detects the Switch-level option setting. If the Switch-level option is set to the value of 1 (unchanged attached data suppressed), T-Server TEvents are optimized for all ICON applications that connect to the T-Servers for that Switch. In this case, the Switch-level option setting overrides any ICON-level settings of 0 (unchanged attached data not suppressed). If the Switch-level option is set to -1 (the default), an Application-level setting of 1 overrides it.

Valid values:

  • 0—Unchanged attached user data is not suppressed.
  • 1—Unchanged attached user data is suppressed.
  • -1—The value set at the Application level controls the behavior. If the Application-level option is set to 0 and the setting on the Switch object is -1, unchanged attached user data is not suppressed.

support-dn-type-N

Section: gts
Default Value: -1
Valid Values: 0, 1, -1
Changes Take Effect: After ICON connects or reconnects to T-Server


Specifies whether ICON should register on the specified type of DN. To specify the type, replace N in the option name with the desired type. For example, Extension = 1, so support-dn-type-1 controls behavior with respect to Extensions; whereas Virtual Queue = 5, so support-dn-type-5 controls behavior with respect to Virtual Queues.

Valid values:

  • 0—ICON does not register with T-Server for any events related to DNs of the specified type that belong to this switch.
  • 1—ICON registers with T-Server for events related to DNs of the specified type that belong to this switch.
  • -1—ICON registers with T-Server for the default list of DNs.

The default list of DNs depends on your environment. For example, if you set the value to -1, ICON functions as follows:

  • In a SIP Cluster environment, ICON does not register on any DN type except Routing Points.
  • In a stand alone (non-Cluster) environment, the ICON setting applies to registration on a preset group of DNs.

delivered-flag

Section: gts
Default Value: 0, 2
Valid Values: 0, 1, 2, 3
Changes Take Effect: After restart


Controls when an unmonitored party is reconstructed (regarding an event flow), and when a transition to the alerting state occurs for this party in the call to an external destination (regarding the switch).

Default values:

  • 0—(For all switches except Cisco CallManager)
  • 2—(For Cisco CallManager)

Valid Values:

  • 0—The alerting state is generated when EventDialing arrives.
  • 1—The alerting state is generated when EventNetworkReached arrives.
  • 2—The alerting state is generated when EventEstablished arrives.
  • 3—An unmonitored party is not reconstructed.

Genesys Customer Care recommends that you set the value of this option to 3 only for a particular event flow.

gcti-re-registration-tout

Section: gts
Default Value: Part_A: 0, Part_B: 10
Valid Values: Part_A: 0, any integer between 10 and 1800 (seconds), Part_B: any integer between 10 and 1800 (seconds)
Changes Take Effect: Immediately
Introduced: 8.1.503.03
Related Feature: Configuring DN Re-registration

Enables you to control the re-registration timer, which enables you to set up a DN re-registration procedure on the T-Server/SIP Server link. Re-registration attempts will continue until all unregistered DNs on the specified Switch are registered.

This option contains two parameters, which control the following:

  • Minimum re-registration timeout (referred to as Part_A)
  • Maximum re-registration timeout (referred to as Part_B)

Configure the option as two integers separated by a space: Part_A Part_B

If you do not configure gcti-re-registration-tout (which is equivalent to setting the min re-registration timeout to 0), ICON does not perform re-registration of DNs on this T-Server link. (Note that initial DN-list registration procedure is always performed when ICON starts up).

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gcti-re-registration-tout

Section: gts
Default Value: Part_A: 0, Part_B: 10
Valid Values: Part_A: 0, any integer between 10 and 1800 (seconds), Part_B: any integer between 10 and 1800 (seconds)
Changes Take Effect: Immediately
Introduced: 8.1.503.03
Related Feature: Configuring DN Re-registration

Enables you to control the re-registration timer, which enables you to set up a DN re-registration procedure on the T-Server/SIP Server link. Re-registration attempts will continue until all unregistered DNs on the specified Switch are registered.

This option contains two parameters, which control the following:

  • Minimum re-registration timeout (referred to as Part_A)
  • Maximum re-registration timeout (referred to as Part_B)

Configure the option as two integers separated by a space: Part_A Part_B

If you do not configure gcti-re-registration-tout (which is equivalent to setting the min re-registration timeout to 0), ICON does not perform re-registration of DNs on this T-Server link. (Note that initial DN-list registration procedure is always performed when ICON starts up).

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store-releasing-party

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


For those deployments in which T-Server reports the required data, specifies whether ICON stores data in the G_CALL_STAT and G_PARTY_STAT tables in IDB to identify the party that released the call.

Valid Values:

  • 1 - For terminated calls, ICON stores data about the endpoint and party that initiated termination in the G_CALL_STAT table (GSYS_EXT_VCH1 and GSYS_EXT_VCH2 fields) and G_PARTY_STAT table (GSYS_EXT_INT1 field) in IDB.
  • 0 - ICON does not store data about the endpoint and party that released the call. In the G_CALL_STAT table, the value of the GSYS_EXT_VCH1 and GSYS_EXT_VCH2 fields is an empty string. In the G_PARTY_STAT table, the value of the GSYS_EXT_INT1 field is 0.

Notes:

  • To determine whether your switch supports this feature, review the documentation for your switch. In Interaction Concentrator release 8.0, this feature is supported only for the Alcatel A4400/OXE switch.
  • For information about how ICON populates the values of the fields, see Identifying Who Released the Call in the Interaction Concentrator User’s Guide..

 

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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lookup-queue-on-ringing

Section: gts
Default Value: 1, 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.400.20

Enables ICON to identify the parent party from AttributeThisQueue in the EventRinging TEvent in complex transfer scenarios when the transfer is completed to a distribution DN before the call rings on the target DN, such as in a two-step blind transfer from a Routing Point or a Queue. This option is useful only for T-Servers, such as SIP Server, that provide AttributeThisQueue in the EventRinging TEvent.

Default values:

  • 1—This is the default for SIP switches, SIP network switches, and VoIPSMCP switches.
  • 0—This is the default for other/non-SIP related switch types.

Valid values:

  • 1—ICON checks whether EventRinging has a value for AttributeThisQueue. If this attribute is present, ICON searches for an active party on this queue. If such a party exists, it is set as the parent party for the new party created on ringing.
  • 0—ICON does not check whether EventRinging has a value for AttributeThisQueue.

ring-divert

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Related Options: lookup-queue-on-ringing

Controls whether ICON identifies the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party in event flows in which EventRinging comes before EventDiverted or the call is routed to an external switch.

You can set this option on the Annex tab either of the Switch or the DN configuration object, or both. If it is set to a valid value, the DN-level option overrides the value set for the Switch.

Valid values:

  • 0—ICON preserves its former behavior; that is, ICON does not identify the PARENTPARTYID or the PARENTLINKTYPE in the above-described event flows. Note however, that if the ring-divert option is set to 0, ICON can still identify the PARENTPARTYID or the PARENTLINKTYPE if the lookup-queue-on-ringing option is set to 1.
  • 1—ICON correctly sets the value of the PARENTPARTYID and the PARENTLINKTYPE.
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EventData

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately


Specifies the list of key names for which ICON stores KVP data in the G_CUSTOM_DATA_S table. This data is provided in AttributeUserData of EventUserEvent or attr_event_content of EventCustomReporting (provided via Interaction Server).

You can use this option to specify key names, such as R_TimeInFocus, which ensure that ICON writes the EventCustomReporting data used in interaction focus time reporting. For details, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

Notes:

  • The limit for option specifications is 255 characters. If your desired EventData option specification exceeds this limit, you can specify additional options in the format EventData_X, where X is any integer, 1 or greater. ICON recognizes all the EventData specifications as one option, and it concatenates the content of the options in sequence.
  • The field for the key value in the G_CUSTOM_DATA_S table requires character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the UserData KVP into a string, before storing it in the G_CUSTOM_DATA_S table. If the value of the key in the UserData KVP is KVList, ICON ignores the value.
  • Ensure that the key name you specify does not conflict with a key name specified in the AgentUserFields or GlobalData options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example:

  • EventData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

 

store-event-data

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately


Specifies what, if any, KVP data ICON stores in the G_CUSTOM_DATA_S table. The KVP data can come from AttributeUserData of EventUserEvent or from attr_event_content of EventCustomReporting.

Valid Values:

  • none - ICON does not store any KVP data.
  • all - ICON stores the values of all keys.
  • conf - ICON stores the values of the keys that are configured in the EventData option.

Notes:

  • To have ICON store the data Genesys Info Mart needs in order to determine the time that an interaction was in focus on an agent desktop, set the value of this option to all or conf.
  • For details about focus time reporting, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

 

use-server-partyuuid

Section: callconcentrator
Default Value: 0
Valid Values: 0, -1, 1
Changes Take Effect: After restart
Introduced: 8.1.508.09

Interaction Concentrator can use the SIP Server PARTYUUID as the PARTYGUID value to support multiple routing attempts in single-site and multi-site scenarios, if SIP Server provides this information. ICON stores the data in the TS_PARENTPARTYGUID column in the G_PARTY table with the key name parent-party-uuid from AttributeExtensions.

Valid Values:

  • 0 - ICON works in compatibility mode and generates the PARTYGUID rather than taking it from an external source. This also means that ICON does not write TS_PARENTPARTYGUID values. Note that when running in cluster mode, ICON always uses AttributePartyUUID to generate the PARTYGUID.
  • 1 - ICON takes the PARTYGUID from AttributePartyUUID (if available) and writes TS_PARENTPARTYGUID values (if available).
  • -1 - ICON behavior is defined at the moment it connects to T-Server or SIP Server.

 

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same-dn

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.508.09

Controls whether ICON can correctly identify the DBID of a DN in multi-site environments where both a DN on an internal, monitored Switch and a DN on an external Switch have the same name. For additional information about this functionality, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name.  

Valid values:

  • 0—ICON does not use an extended mechanism to resolve the identity of external DNs.
  • 1—ICON uses the extended approach described above to resolve external DNs.
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support-unicode

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


Specifies whether Interaction Concentrator should expect Unicode data in environments with a Microsoft SQL IDB. This option overrides the DB Server utf8-ucs2 configuration option, which is configured in the DB Server Annex section.

Valid Values:

  • 0 - Retains the same functionality as in previous releases except that some additional Standard-level log messages are generated noting compatibility with the current Configuration Server encoding.
  • 1 - ICON checks that all necessary conditions to support Unicode are met: IDB encoding, Configuration Server encoding, and the DB Client version. If any necessary condition is violated, ICON prints a Standard-level log message and shuts down.

 

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ignore-milliseconds

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


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

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max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

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timestamp-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Enables you to choose different alternatives for how Interaction Concentrator handles timestamps having fractions of milliseconds in TEvents and Interaction Server events.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior).
  • 1 - No rounding. ICON truncates fractions of milliseconds for timestamps in IDB.
  • 2 - Rounding enabled. ICON rounds fractions of milliseconds for timestamps in IDB.

 

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timestamp-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Enables you to choose different alternatives for how Interaction Concentrator handles timestamps having fractions of milliseconds in TEvents and Interaction Server events.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior).
  • 1 - No rounding. ICON truncates fractions of milliseconds for timestamps in IDB.
  • 2 - Rounding enabled. ICON rounds fractions of milliseconds for timestamps in IDB.

 

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max-party-info

Section: custom-states
Default Value: 16
Valid Values: Any integer from 4 to 128
Changes Take Effect: Immediately


Controls the number ICON stores of last calls/interactions and parties associated with a device. By default, ICON stores CallID and PartyID information for the 16 most recent calls/interactions and parties associated with a device into the G_CUSTOM_DATA_P, G_CUSTOM_DATA_S, and G_CUSTOM_STATES tables so that you can associate them with information from EventUserEvent and EventCustomReporting events.

If the number of parties in a call/interaction associated with a device is larger than the value set for this option, only the configured number of most recent calls/interactions and parties have informative values in the CallID and PartyID tables, while the value for all older calls/interactions and parties is null.

ICON stores information about recent parties participating in calls/interactions for a particular DN. In some scenarios, such as two-step transfers, a DN can participate in more than one call/interaction or participate multiple times in the same call/interaction. In such cases, ICON stores information for each call/interaction party the DN participated in, leading to multiple stored records for the same call/interaction. It might result in a reduced number of calls/interactions accepting custom information.

For a detailed discussion of user event and custom states reporting, see "Custom States in Interaction Concentrator" in the Interaction Concentrator User's Guide.  

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log-call-failure

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Specifies whether Interaction Concentrator should print a standard-level error message when any of a number of call-processing errors occur. The message, if configured to appear, identifies the problem call using its CallUUID and call-creation timestamp. For details, see Setting Alarms for Call Processing Failures in the Interaction Concentrator User's Guide.

Valid Values:

  • 0 - ICON does not print a standard-level error message.
  • 1 - ICON prints a standard-level error message, but not more often than once every 30 minutes.
  • 2 - ICON prints a standard-level error message for every problem call. This value might result in an unduly large number of messages sent to Message Server. Use this value for diagnostic purposes only.

max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

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dbw-seq-tout

Section: callconcentrator
Default Value: 60
Valid Values: Any non-negative integer
Changes Take Effect: Immediately


Specifies the amount of time, in seconds, after which ICON writes the current value of the transaction counter to the SEQCURRENT field in the G_PROV_CONTROL table. The ICON merge procedure relies on this field for the detection of newly-updated records. (For more information, see the section about the merge stored procedure in the Interaction Concentrator User's Guide.)

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.

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.

EventExtensions

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately
Dependencies: store-event-extensions
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: enable-supervision-subscription, store-event-extensions

Specifies the list of key names for which ICON stores KVP data related to agent supervision (monitoring) in the G_CUSTOM_DATA_S table. This data is provided in AttributeExtensions of EventUserEvent.  

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store-event-extensions

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately
Dependencies: sip-enable-call-info-extended, sip-enable-call-info, enable-supervision-subscription
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: EventExtensions

Specifies what, if any, KVP data relating to agent supervision (monitoring) ICON stores in the G_CUSTOM_DATA_S table. The KVP data comes from AttributeExtensions of EventUserEvent.

If you plan to use this functionality, you must also set the [callconcentrator]:enable-supervision-subscription option to true and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

Valid Values:

  • none—ICON does not store any KVP data.
  • all—ICON stores the values of all keys.
  • conf—ICON stores the values of the keys that are configured in the EventExtensions option.

 

enable-supervision-subscription

Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: sip-enable-call-info and sip-enable-call-info-extended
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: store-event-extensions, EventExtensions

Set this option to true to turn on recording of data relating to supervisor monitoring of agent calls.

Important
To use this functionality, you must also set the values for the following SIP Server options to true: sip-enable-call-info and sip-enable-call-info-extended.

If you intend to report on agent supervision, you must also set the [custom-states]:store-event-extensions option to all or conf and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

trim-broken-utf8

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Introduced: 8.1.514.10

When this option is enabled (trim-broken-utf8 = 1), ICON checks for and removes incomplete UTF-8 symbols from the end of truncated user-data strings. These incomplete UTF-8 symbols might occur when a long user-data string is truncated in the middle of a multi-byte UTF-8 character. This functionality applies to user data written to the following tables: G_USERDATA_HISTORY, G_CUSTOM_DATA_S, G_CUSTOM_DATA_P, GM_F_USERDATA, and GM_L_USERDATA.

Enable this option if you use long UTF-8 (non-ASCII) user-data strings and are encountering database error messages resembling the following, which is generated by the PostgreSQL RDBMS: invalid byte sequence for encoding 'utf-8'. Similar errors might occur on other RDBMSs.

adata-spec-name

Section: callconcentrator
Default Value: ccon_adata_spec.xml
Valid Values: Any valid file name > any string
Changes Take Effect: Immediately


Indicates the name of the XML file that contains the attached data specification; optionally you can follow the file name with the > character and then a string specifying an update option, as explained in the extended description. ICON processes this option only if you enable attached data storage by setting the role option to either all or gud.

For more information about the attached data specification, see Attached Data Specification File in the Interaction Concentrator Deployment Guide.  

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adata-spec-name

Section: callconcentrator
Default Value: ccon_adata_spec.xml
Valid Values: Any valid file name > any string
Changes Take Effect: Immediately


Indicates the name of the XML file that contains the attached data specification; optionally you can follow the file name with the > character and then a string specifying an update option, as explained in the extended description. ICON processes this option only if you enable attached data storage by setting the role option to either all or gud.

For more information about the attached data specification, see Attached Data Specification File in the Interaction Concentrator Deployment Guide.  

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ssc-processing

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


Enables support for single-step conference reporting. By default, this option is set to recognize single-step conferences.

  • Single-step conferences made to an external DN are not supported.

Valid Values:

  • 1 - ICON processes single-step conference scenarios when an internal DN is added to the conference.
  • 0 - ICON does not process single-step conference scenarios. This value is provided solely for backward compatibility.

ssc-processing

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


Enables support for single-step conference reporting. By default, this option is set to recognize single-step conferences.

  • Single-step conferences made to an external DN are not supported.

Valid Values:

  • 1 - ICON processes single-step conference scenarios when an internal DN is added to the conference.
  • 0 - ICON does not process single-step conference scenarios. This value is provided solely for backward compatibility.

gcti-re-registration-tout

Section: gts
Default Value: Part_A: 0, Part_B: 10
Valid Values: Part_A: 0, any integer between 10 and 1800 (seconds), Part_B: any integer between 10 and 1800 (seconds)
Changes Take Effect: Immediately
Introduced: 8.1.503.03
Related Feature: Configuring DN Re-registration

Enables you to control the re-registration timer, which enables you to set up a DN re-registration procedure on the T-Server/SIP Server link. Re-registration attempts will continue until all unregistered DNs on the specified Switch are registered.

This option contains two parameters, which control the following:

  • Minimum re-registration timeout (referred to as Part_A)
  • Maximum re-registration timeout (referred to as Part_B)

Configure the option as two integers separated by a space: Part_A Part_B

If you do not configure gcti-re-registration-tout (which is equivalent to setting the min re-registration timeout to 0), ICON does not perform re-registration of DNs on this T-Server link. (Note that initial DN-list registration procedure is always performed when ICON starts up).

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gcti-re-registration-tout

Section: gts
Default Value: Part_A: 0, Part_B: 10
Valid Values: Part_A: 0, any integer between 10 and 1800 (seconds), Part_B: any integer between 10 and 1800 (seconds)
Changes Take Effect: Immediately
Introduced: 8.1.503.03
Related Feature: Configuring DN Re-registration

Enables you to control the re-registration timer, which enables you to set up a DN re-registration procedure on the T-Server/SIP Server link. Re-registration attempts will continue until all unregistered DNs on the specified Switch are registered.

This option contains two parameters, which control the following:

  • Minimum re-registration timeout (referred to as Part_A)
  • Maximum re-registration timeout (referred to as Part_B)

Configure the option as two integers separated by a space: Part_A Part_B

If you do not configure gcti-re-registration-tout (which is equivalent to setting the min re-registration timeout to 0), ICON does not perform re-registration of DNs on this T-Server link. (Note that initial DN-list registration procedure is always performed when ICON starts up).

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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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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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EventData

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately


Specifies the list of key names for which ICON stores KVP data in the G_CUSTOM_DATA_S table. This data is provided in AttributeUserData of EventUserEvent or attr_event_content of EventCustomReporting (provided via Interaction Server).

You can use this option to specify key names, such as R_TimeInFocus, which ensure that ICON writes the EventCustomReporting data used in interaction focus time reporting. For details, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

Notes:

  • The limit for option specifications is 255 characters. If your desired EventData option specification exceeds this limit, you can specify additional options in the format EventData_X, where X is any integer, 1 or greater. ICON recognizes all the EventData specifications as one option, and it concatenates the content of the options in sequence.
  • The field for the key value in the G_CUSTOM_DATA_S table requires character-type data. Regardless of the data type that you specify in this option, ICON converts the value from the UserData KVP into a string, before storing it in the G_CUSTOM_DATA_S table. If the value of the key in the UserData KVP is KVList, ICON ignores the value.
  • Ensure that the key name you specify does not conflict with a key name specified in the AgentUserFields or GlobalData options. The key names specified in the AgentUserFields, EventData, and GlobalData options must be unique.

Example:

  • EventData = char,CUSTOMER_NAME,int,CUSTOMER_PHONE

 

store-event-data

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately


Specifies what, if any, KVP data ICON stores in the G_CUSTOM_DATA_S table. The KVP data can come from AttributeUserData of EventUserEvent or from attr_event_content of EventCustomReporting.

Valid Values:

  • none - ICON does not store any KVP data.
  • all - ICON stores the values of all keys.
  • conf - ICON stores the values of the keys that are configured in the EventData option.

Notes:

  • To have ICON store the data Genesys Info Mart needs in order to determine the time that an interaction was in focus on an agent desktop, set the value of this option to all or conf.
  • For details about focus time reporting, see "Processing Data from EventCustomReporting" in the Interaction Concentrator User’s Guide.

 

use-server-partyuuid

Section: callconcentrator
Default Value: 0
Valid Values: 0, -1, 1
Changes Take Effect: After restart
Introduced: 8.1.508.09

Interaction Concentrator can use the SIP Server PARTYUUID as the PARTYGUID value to support multiple routing attempts in single-site and multi-site scenarios, if SIP Server provides this information. ICON stores the data in the TS_PARENTPARTYGUID column in the G_PARTY table with the key name parent-party-uuid from AttributeExtensions.

Valid Values:

  • 0 - ICON works in compatibility mode and generates the PARTYGUID rather than taking it from an external source. This also means that ICON does not write TS_PARENTPARTYGUID values. Note that when running in cluster mode, ICON always uses AttributePartyUUID to generate the PARTYGUID.
  • 1 - ICON takes the PARTYGUID from AttributePartyUUID (if available) and writes TS_PARENTPARTYGUID values (if available).
  • -1 - ICON behavior is defined at the moment it connects to T-Server or SIP Server.

 

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use-server-partyuuid

Section: callconcentrator
Default Value: 0
Valid Values: 0, -1, 1
Changes Take Effect: After restart
Introduced: 8.1.508.09

Interaction Concentrator can use the SIP Server PARTYUUID as the PARTYGUID value to support multiple routing attempts in single-site and multi-site scenarios, if SIP Server provides this information. ICON stores the data in the TS_PARENTPARTYGUID column in the G_PARTY table with the key name parent-party-uuid from AttributeExtensions.

Valid Values:

  • 0 - ICON works in compatibility mode and generates the PARTYGUID rather than taking it from an external source. This also means that ICON does not write TS_PARENTPARTYGUID values. Note that when running in cluster mode, ICON always uses AttributePartyUUID to generate the PARTYGUID.
  • 1 - ICON takes the PARTYGUID from AttributePartyUUID (if available) and writes TS_PARENTPARTYGUID values (if available).
  • -1 - ICON behavior is defined at the moment it connects to T-Server or SIP Server.

 

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same-dn

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.508.09

Controls whether ICON can correctly identify the DBID of a DN in multi-site environments where both a DN on an internal, monitored Switch and a DN on an external Switch have the same name. For additional information about this functionality, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name.  

Valid values:

  • 0—ICON does not use an extended mechanism to resolve the identity of external DNs.
  • 1—ICON uses the extended approach described above to resolve external DNs.
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same-dn

Section: gts
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Introduced: 8.1.508.09

Controls whether ICON can correctly identify the DBID of a DN in multi-site environments where both a DN on an internal, monitored Switch and a DN on an external Switch have the same name. For additional information about this functionality, see Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name.  

Valid values:

  • 0—ICON does not use an extended mechanism to resolve the identity of external DNs.
  • 1—ICON uses the extended approach described above to resolve external DNs.
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support-unicode

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


Specifies whether Interaction Concentrator should expect Unicode data in environments with a Microsoft SQL IDB. This option overrides the DB Server utf8-ucs2 configuration option, which is configured in the DB Server Annex section.

Valid Values:

  • 0 - Retains the same functionality as in previous releases except that some additional Standard-level log messages are generated noting compatibility with the current Configuration Server encoding.
  • 1 - ICON checks that all necessary conditions to support Unicode are met: IDB encoding, Configuration Server encoding, and the DB Client version. If any necessary condition is violated, ICON prints a Standard-level log message and shuts down.

 

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support-unicode

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


Specifies whether Interaction Concentrator should expect Unicode data in environments with a Microsoft SQL IDB. This option overrides the DB Server utf8-ucs2 configuration option, which is configured in the DB Server Annex section.

Valid Values:

  • 0 - Retains the same functionality as in previous releases except that some additional Standard-level log messages are generated noting compatibility with the current Configuration Server encoding.
  • 1 - ICON checks that all necessary conditions to support Unicode are met: IDB encoding, Configuration Server encoding, and the DB Client version. If any necessary condition is violated, ICON prints a Standard-level log message and shuts down.

 

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ignore-milliseconds

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


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

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max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

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max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

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ignore-milliseconds

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


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

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timestamp-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Enables you to choose different alternatives for how Interaction Concentrator handles timestamps having fractions of milliseconds in TEvents and Interaction Server events.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior).
  • 1 - No rounding. ICON truncates fractions of milliseconds for timestamps in IDB.
  • 2 - Rounding enabled. ICON rounds fractions of milliseconds for timestamps in IDB.

 

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ignore-milliseconds

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


Important: This option is deprecated. It has been replaced by the timestamp-processing option.

Enables you to choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round off microsecond values to milliseconds before storing the values in IDB.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior). Enables ICON to round microseconds in timestamps to milliseconds, but not across all IDB tables. Note that the millisecond value is not reliable and is provided for reference only. ICON provides only one-second precision for time.
  • 1 - No rounding. ICON truncates fractions of seconds for timestamps in any T-Lib and OCS event to seconds. Applied across all IDB tables.

 

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timestamp-processing

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Enables you to choose different alternatives for how Interaction Concentrator handles timestamps having fractions of milliseconds in TEvents and Interaction Server events.

Valid Values:

  • 0 - Compatibility mode (8.1.+ ICON behavior).
  • 1 - No rounding. ICON truncates fractions of milliseconds for timestamps in IDB.
  • 2 - Rounding enabled. ICON rounds fractions of milliseconds for timestamps in IDB.

 

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max-party-info

Section: custom-states
Default Value: 16
Valid Values: Any integer from 4 to 128
Changes Take Effect: Immediately


Controls the number ICON stores of last calls/interactions and parties associated with a device. By default, ICON stores CallID and PartyID information for the 16 most recent calls/interactions and parties associated with a device into the G_CUSTOM_DATA_P, G_CUSTOM_DATA_S, and G_CUSTOM_STATES tables so that you can associate them with information from EventUserEvent and EventCustomReporting events.

If the number of parties in a call/interaction associated with a device is larger than the value set for this option, only the configured number of most recent calls/interactions and parties have informative values in the CallID and PartyID tables, while the value for all older calls/interactions and parties is null.

ICON stores information about recent parties participating in calls/interactions for a particular DN. In some scenarios, such as two-step transfers, a DN can participate in more than one call/interaction or participate multiple times in the same call/interaction. In such cases, ICON stores information for each call/interaction party the DN participated in, leading to multiple stored records for the same call/interaction. It might result in a reduced number of calls/interactions accepting custom information.

For a detailed discussion of user event and custom states reporting, see "Custom States in Interaction Concentrator" in the Interaction Concentrator User's Guide.  

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max-party-info

Section: custom-states
Default Value: 16
Valid Values: Any integer from 4 to 128
Changes Take Effect: Immediately


Controls the number ICON stores of last calls/interactions and parties associated with a device. By default, ICON stores CallID and PartyID information for the 16 most recent calls/interactions and parties associated with a device into the G_CUSTOM_DATA_P, G_CUSTOM_DATA_S, and G_CUSTOM_STATES tables so that you can associate them with information from EventUserEvent and EventCustomReporting events.

If the number of parties in a call/interaction associated with a device is larger than the value set for this option, only the configured number of most recent calls/interactions and parties have informative values in the CallID and PartyID tables, while the value for all older calls/interactions and parties is null.

ICON stores information about recent parties participating in calls/interactions for a particular DN. In some scenarios, such as two-step transfers, a DN can participate in more than one call/interaction or participate multiple times in the same call/interaction. In such cases, ICON stores information for each call/interaction party the DN participated in, leading to multiple stored records for the same call/interaction. It might result in a reduced number of calls/interactions accepting custom information.

For a detailed discussion of user event and custom states reporting, see "Custom States in Interaction Concentrator" in the Interaction Concentrator User's Guide.  

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log-call-failure

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


Specifies whether Interaction Concentrator should print a standard-level error message when any of a number of call-processing errors occur. The message, if configured to appear, identifies the problem call using its CallUUID and call-creation timestamp. For details, see Setting Alarms for Call Processing Failures in the Interaction Concentrator User's Guide.

Valid Values:

  • 0 - ICON does not print a standard-level error message.
  • 1 - ICON prints a standard-level error message, but not more often than once every 30 minutes.
  • 2 - ICON prints a standard-level error message for every problem call. This value might result in an unduly large number of messages sent to Message Server. Use this value for diagnostic purposes only.

max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

more...

max-userdata-length

Section: callconcentrator
Default Value: 255
Valid Values: Any integer between 255 - 1024
Changes Take Effect: Immediately
Introduced: 8.1.512.08
Modified: 8.1.514.06 (default value changed)

Specifies the maximum length of data stored in the following columns in IDB:

  • The G_SUBJECT field in the GM_F_USERDATA table.
  • The VALUE field in the G_USERDATA_HISTORY and G_SECURE_USERDATA_HISTORY tables.

If ICON receives userdata values longer than the specified value, they are truncated and ICON generates the Standard-level log message 09-25109.

 

more...

dbw-seq-tout

Section: callconcentrator
Default Value: 60
Valid Values: Any non-negative integer
Changes Take Effect: Immediately


Specifies the amount of time, in seconds, after which ICON writes the current value of the transaction counter to the SEQCURRENT field in the G_PROV_CONTROL table. The ICON merge procedure relies on this field for the detection of newly-updated records. (For more information, see the section about the merge stored procedure in the Interaction Concentrator User's Guide.)

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.

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.

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.

EventExtensions

Section: custom-states
Default Value: No default value
Valid Values: A comma-separated list of the data types and key names in the format Type,KeyName.
Changes Take Effect: Immediately
Dependencies: store-event-extensions
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: enable-supervision-subscription, store-event-extensions

Specifies the list of key names for which ICON stores KVP data related to agent supervision (monitoring) in the G_CUSTOM_DATA_S table. This data is provided in AttributeExtensions of EventUserEvent.  

more...

store-event-extensions

Section: custom-states
Default Value: none
Valid Values: none, all, conf
Changes Take Effect: Immediately
Dependencies: sip-enable-call-info-extended, sip-enable-call-info, enable-supervision-subscription
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: EventExtensions

Specifies what, if any, KVP data relating to agent supervision (monitoring) ICON stores in the G_CUSTOM_DATA_S table. The KVP data comes from AttributeExtensions of EventUserEvent.

If you plan to use this functionality, you must also set the [callconcentrator]:enable-supervision-subscription option to true and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

Valid Values:

  • none—ICON does not store any KVP data.
  • all—ICON stores the values of all keys.
  • conf—ICON stores the values of the keys that are configured in the EventExtensions option.

 

enable-supervision-subscription

Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: sip-enable-call-info and sip-enable-call-info-extended
Introduced: 8.1.514.09
Related Feature: Support reporting on agent supervision (monitoring)
Related Options: store-event-extensions, EventExtensions

Set this option to true to turn on recording of data relating to supervisor monitoring of agent calls.

Important
To use this functionality, you must also set the values for the following SIP Server options to true: sip-enable-call-info and sip-enable-call-info-extended.

If you intend to report on agent supervision, you must also set the [custom-states]:store-event-extensions option to all or conf and, optionally, use the [custom-states]:EventExtensions option to specify particular KVPs to store.

trim-broken-utf8

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Introduced: 8.1.514.10

When this option is enabled (trim-broken-utf8 = 1), ICON checks for and removes incomplete UTF-8 symbols from the end of truncated user-data strings. These incomplete UTF-8 symbols might occur when a long user-data string is truncated in the middle of a multi-byte UTF-8 character. This functionality applies to user data written to the following tables: G_USERDATA_HISTORY, G_CUSTOM_DATA_S, G_CUSTOM_DATA_P, GM_F_USERDATA, and GM_L_USERDATA.

Enable this option if you use long UTF-8 (non-ASCII) user-data strings and are encountering database error messages resembling the following, which is generated by the PostgreSQL RDBMS: invalid byte sequence for encoding 'utf-8'. Similar errors might occur on other RDBMSs.

trim-broken-utf8

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Introduced: 8.1.514.10

When this option is enabled (trim-broken-utf8 = 1), ICON checks for and removes incomplete UTF-8 symbols from the end of truncated user-data strings. These incomplete UTF-8 symbols might occur when a long user-data string is truncated in the middle of a multi-byte UTF-8 character. This functionality applies to user data written to the following tables: G_USERDATA_HISTORY, G_CUSTOM_DATA_S, G_CUSTOM_DATA_P, GM_F_USERDATA, and GM_L_USERDATA.

Enable this option if you use long UTF-8 (non-ASCII) user-data strings and are encountering database error messages resembling the following, which is generated by the PostgreSQL RDBMS: invalid byte sequence for encoding 'utf-8'. Similar errors might occur on other RDBMSs.

update-ixn-f-adata

Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.1.514.12

Specifies whether Interaction Concentrator updates fields in the GM_F_USERDATA table that initially contained NULL values with new data received in the EventPropertiesChanged event. The following fields can be updated: G_FROM_NAME, G_SUBJECT, G_ORIGIN_SOURCE, G_FROM_ADDRESS.

Only fields with NULL values are updated. If some value was already written to a field, ICON does not change it.

update-ixn-f-adata

Section: callconcentrator
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.1.514.12

Specifies whether Interaction Concentrator updates fields in the GM_F_USERDATA table that initially contained NULL values with new data received in the EventPropertiesChanged event. The following fields can be updated: G_FROM_NAME, G_SUBJECT, G_ORIGIN_SOURCE, G_FROM_ADDRESS.

Only fields with NULL values are updated. If some value was already written to a field, ICON does not change it.

New Features and Modifications in 8.1.5

This topic lists changes (additions, modifications, and discontinuations) in the product made during the 8.1.5 release timeframe that might affect an existing deployment. If a change required documentation updates, this topic links to the updated documentation.

  • For a comprehensive list of changes in each release, including corrections, review the “New in This Release” sections of the Interaction Concentrator 8.1 Release Note.
  • For updates and corrections to the documentation that were not triggered by a new feature, improvement, or discontinued support, see the Document Change History topic in each book.
  • This topic pertains only to release 8.1.5. For a similar list of changes that might affect your deployment in earlier releases of Interaction Concentrator, see the Interaction Concentrator chapters in the Genesys Migration Guide.

This topic contains the following sections:

General List of New Features and Modifications

The following significant changes in functionality were made in 8.1.5 releases.

Feature Description Type of Change Occurred in Release Documentation Updates
You can now have Interaction Concentrator update some fields in the GM_F_USERDATA table that initially contained NULL values with new data received in the EventPropertiesChanged event. The new [callconcentrator]:update-ixn-f-adata configuration option, which is set by default to false, enables this functionality. Improvement 8.1.514.12 (05/16/2018) Options Reference:
Interaction Concentrator now correctly supports two-step transfer and conference scenarios in SIP Cluster deployments. An agent invited into a consultation call and then moved to the main call now has the READY state after end of the call. Previously, the agent continued to be shown as BUSY. Improvement 8.1.514.10 (11/30/2017)  
The new [callconcentrator]:trim-broken-utf8 configuration option can enable ICON to check for and remove incomplete UTF-8 symbols from the end of a truncated user-data string. These incomplete UTF-8 symbols might occur when a long user-data string is truncated in the middle of a multi-byte UTF-8 character. Improvement 8.1.514.10 (11/30/2017) Options Reference:
Interaction Concentrator now records the data necessary to report on supervision (monitoring) of agent calls. The relevant data is provided in AttributeExtensions of EventUserEvent and is stored in the G_CUSTOM_DATA_S table. Three new options have been introduced to support this functionality. New Feature 8.1.514.09 (10/31/2017) Options Reference:
The following new indexes were added to ICON schema:
  • IDX_G_AGENT_STATE_H_PID_TYPE
  • IDX_G_AGENT_STATE_H_LSID_LSEQ
  • IDX_G_PARTY_GE_INT_CID
Improvement 8.1.514.08 (09/26/2017) See the Index table for the following schema tables in the Physical Data Model Reference for your RDBMS:
  • G_AGENT_STATE_HISTORY
  • G_PARTY
In all 8.x releases of Interaction Concentrator, the [callconcentrator]:acc-proc-tout 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.

Correction 8.x Options Reference:
Four configuration options have been adjusted to support dynamic changes to the values, which is consistent with the documentation. Improvement 8.1.514.08 (09/26/2017) Options Reference:
To restore backward compatibility, the default value for the [callconcentrator]:max-userdata-length option has been changed from 1024 to 255. Improvement 8.1.514.06 (08/07/2017) Options Reference:
Added the ability to set an alarm when calls are being destroyed due to the way Interaction Concentrator handles problems with missing call data New functionality 8.1.514.03 (05/02/2017) Options Reference:

Deployment Guide:

  • The new log event on which you can set an alarm, 09-20039.

User's Guide:

You can now store a user-configurable number (from 4 to 128) of last calls/interactions and parties associated with a device. Previously, this value was always 4; the new default value is 16. Recording a larger number of last calls/interactions and parties that are supplied in EventUserEvent and EventCustomReporting events enables more detailed reporting on the progress and outcome of interactions. To support this functionality, the [custom-states]:max-party-info configuration option has been added.


Note that this change does not affect the IDB schema, only the values recorded in the specified fields.

New functionality 8.1.514.02 (04/14/2017) User's Guide:
  • How to configure the number of last calls/interactions and parties associated with a device that should be stored in the G_CUSTOM_DATA_P, G_CUSTOM_DATA_S, and G_CUSTOM_STATES tables. See Custom States in Interaction Concentrator.

Options Reference:

Improved handling of timestamps having fractions of milliseconds in TEvents and Interaction Server events. To accomplish this, the [callconcentrator]:timestamp-processing option replaces the now-deprecated [callconcentrator]:ignore-milliseconds configuration option. Improvement 8.1.512.08 (01/31/2017) Options Reference:
To keep backward compatibility with environments running Genesys Info Mart 7.6 or Genesys Info Mart 8.x releases earlier than 8.5.007.14, the new [callconcentrator]:max-userdata-length configuration option enables you to set the maximum data length in certain fields to 255 characters in IDB data. New functionality 8.1.512.08 (01/31/2017) Options Reference:
Discontinued support for use of the HTTP Listener to monitor and report on Interaction Concentrator performance. Discontinued functionality 8.1.512.08 (01/31/2017) Deployment Guide:

User's Guide:

The length of certain fields was changed to better support the requirements for the data stored in those fields. For details, see the Document Change History topic in the Physical Data Model document for your RDBMS. Changed datatypes in some fields 8.1.512.08 (01/31/2017) Physical Data Model documents:
Interaction Concentrator now enables you to choose whether microsecond values that are stored in IDB are truncated to seconds or rounded to milliseconds. Note that ICON supports a precision-level of seconds, not milliseconds, for time values. New functionality 8.1.511.01 (10/31/2016) Options Reference:
Added support for Microsoft SQL Server 2014. New functionality 8.1.511.01 (10/31/2016)  
Interaction Concentrator now supports Unicode data on Microsoft SQL RDBMSs, as well as Oracle and PostgreSQL RDBMSs. Unicode encoding is not supported on DB2 RDBMSs. To support this functionality, a new configuration option, [callconcentrator]:support-unicode, has been added and ICON performs additional tests to check whether the encoding settings are consistent in your environment. The results of these checks are reported in five new Standard-level log events. New functionality 8.1.510.07 (09/23/2016) Deployment Guide:

Options Reference:

Interaction Concentrator now supports the Interaction Server ability to distinguish the agent login region. New functionality 8.1.510.07 (09/23/2016)  
ICON can now distinguish the correct type (Internal or External) of otherDN when both an internal DN and an external DN have the same name, enabled by the Switch-level same-dn configuration option. New functionality 8.1.508.09 (04/22/2016) Deployment Guide:

Options Reference:

Interaction Concentrator can now support multiple routing scenarios in single-site and multi-site environments running SIP Server release 8.1.102.13 or higher. To support this functionality, a column, TS_PARENTPARTYGUID, has been added to the G_PARTY table, and the [callconcentrator]:use-server-partyuuid configuration option has been added. New functionality 8.1.508.09 (04/22/2016) Options Warehouse:
Interaction Concentrator improved handling of stuck calls, login sessions, agent states, reason codes, and virtual queue records, enabling downstream reporting applications, such as Genesys Info Mart, to improve their interaction reporting. New functionality 8.1.508.09 (04/22/2016)  
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 focus time—that is, how long a particular interaction was in focus (actively being processed) on the agent desktop. New functionality 8.1.507.07 (02/09/2016) User's Guide:

Options Reference:

ICON now stores data provided by Chat Server that enables you to determine who ended a chat session. New functionality 8.1.507.07 (02/09/2016) User's Guide:
Ability to change the name and location of the cfg-sync.db file, which enables you to run multiple ICON Applications from the same directory using the same executable, enabled by the new [callconcentrator]:cfg-dbname option. New functionality 8.1.506.07 (12/04/2015) Deployment Guide:

Options Reference:

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. New functionality 8.1.505.05 (10/19/2015) Deployment Guide:

User's Guide:

Genesys Security Deployment Guide:

Support for both sequential and parallel Hunt Group calls controlled by Genesys SIP Server (supported only in standalone SIP Server environments). New functionality 8.1.504.04 (08/03/2015) Deployment Guide:
Mutual TLS support New functionality 8.1.504.04 (08/03/2015) Genesys Security Deployment Guide:
Automatic re-registration of unregistered DNs, enabled by the new Switch-level gcti-re-registration-tout option. This functionality is available on voice Switches only. New functionality 8.1.503.03 (06/09/2015) Deployment Guide:

Options Reference:

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. New functionality 8.1.503.03 (06/09/2015) User's Guide:
Microsoft SQL 2012 Cluster Added support 8.1.503.03 (06/09/2015)  
Added support for direct connections to applications of type Interaction Server. This enables support for multiple Interaction Servers per tenant and for multi-tenant Interaction Servers.
  • If you have connections to Interaction Server that were created using a specially-configured T-Server application, you can continue using them. You do not need to change your existing connections to Interaction Server.
New functionality 8.1.502.04 Deployment Guide:

The Physical Data Model documents:

The separate purge procedures (gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and, gsysPurgeOS) have been discontinued. To purge IDB, use the gysyPurge81 or purgePartitions811 purge procedure. Discontinued support 8.1.502.04 Deployment Guide:

User's Guide:

IBM DB2 v10 Added support 8.1.502.04  
Added support for single-step conference scenarios, enabled by the new [callconcentrator]:ssc-processing configuration option. New functionality 8.1.500.04 The Physical Data Model documents:

Options Reference:

Interaction Concentrator now supports recognition by Genesys Info Mart of IWS chat conference scenarios (visibility mode). To provide this support, ICON records a value for the eServices attr_visibility_mode interaction attribute in the keyname field of the G_USERDATA_HISTORY table. The attribute value indicates the mode of an agent who has joined a (chat) conference: 1 (Conference mode), 2 (Monitor mode), or 3 (Coach mode, also known as chat consult). New functionality 8.1.500.04  
Interaction Concentrator can now dynamically change the list of user data key names and their definitions, enabling 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. Requires you to configure the new [callconcentrator]:adata-spec-name option. New functionality 8.1.500.04 Deployment Guide:

User's Guide:

Options Reference:

Linux 7 Added support 8.1.500.04  
Solaris/SPARC version 9

IBM AIX 5.3
Red Hat Enterprise Linux 4
HP-UX – all versions

Discontinued support 8.1.500.04  
PostgreSQL 9.3 Added support 8.1.500.04  
IBM DB2 – all 8.x versions

IBM DB2 version 9.1

Discontinued support 8.1.500.04  

Changes to Configuration Options

The following configuration options were added, removed, or changed their functionality in 8.1.5 releases. For complete documentation of all configuration options, see Interaction Concentrator Options Reference.

[Section] Option Name Type of Change Occurred in Release Details
Interaction Concentrator Application object, [callconcentrator] Section
  • trim-broken-utf8
Improvement 8.1.514.10 (11/30/2017) The new trim-broken-utf8 configuration option can enable ICON to check for and remove incomplete UTF-8 symbols from the end of a truncated user-data string. These incomplete UTF-8 symbols might occur when a long user-data string is truncated in the middle of a multi-byte UTF-8 character.
Interaction Concentrator Application object, [callconcentrator] Section
  • enable-supervision-subscription

Interaction Concentrator Application object, [custom-states] Section

  • store-event-extensions
  • EventExtensions
New Feature 8.1.514.09 (10/31/2017) Interaction Concentrator now records the data necessary to report on supervision (monitoring) of agent calls. The relevant data is provided in AttributeExtensions of EventUserEvent and is stored in the G_CUSTOM_DATA_S table. Three new options have been introduced to support this functionality: enable-supervision-subscription, store-event-extensions, and EventExtensions.
Interaction Concentrator Application object, [callconcentrator] Section
  • acc-proc-tout
Correction 8.x In all 8.x releases of Interaction Concentrator, the acc-proc-tout 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.

Interaction Concentrator Application object, [callconcentrator] Section
  • acc-queue-lifespan
  • acc-queue-size
  • pq-purge-number
  • dbw-seq-tout
Improvement 8.1.514.08 (09/25/2017) The specified options have been adjusted to support dynamic changes to the values, which is consistent with the documentation.
Interaction Concentrator Application object, [callconcentrator] Section
  • max-userdata-length
Changed 8.1.514.06 To restore backward compatibility, the default value for the max-userdata-length option has been changed from 1024 to 255. For details, see the max-userdata-length option description.
Interaction Concentrator Application object, [callconcentrator] Section
  • log-call-failure
Added 8.1.514.03 New option supports the ability to set an alarm to flag conditions in which calls are destroyed as a result of the way Interaction Concentrator handles missing call data. See the log-call-failure option description.
Interaction Concentrator Application object, [callconcentrator] Section
  • max-party-info
Added 8.1.514.02 Specifies the number of last 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.
Interaction Concentrator Application object, [callconcentrator] Section
  • timestamp-processing
Added 8.1.512.08 New option replaces ignore-milliseconds. See the timestamp-processing option description.
Interaction Concentrator Application object, [callconcentrator] Section
  • ignore-milliseconds
Deprecated 8.1.512.08 This option has been replaced by the timestamp-processing option.
Interaction Concentrator Application object, [callconcentrator] Section
  • max-userdata-length
Added 8.1.512.08 To keep backward compatibility with environments running Genesys Info Mart 7.6 or Genesys Info Mart 8.x releases earlier than 8.5.007.14, the new max-userdata-length configuration option enables you to set the maximum data length in certain fields to 255 characters in IDB data.
Interaction Concentrator Application object, [callconcentrator] Section
  • ignore-milliseconds
Added 8.1.511.01 Specifies whether microsecond values are truncated to seconds or rounded to achieve millisecond values. See the ignore-milliseconds option description.
Interaction Concentrator Application object, [callconcentrator] Section
  • support-unicode
Added 8.1.510.07 In environments using Unicode on a Microsoft SQL IDB, support-unicode indicates to Interaction Concentrator whether it should expect Unicode data and prompts it to verify that the encoding in your environment is set up consistently.
Switch object, [gts] Section
  • same-dn
Added 8.1.508.09 Designed to be used in environments in which internal and external DNs might have the same names. Indicates that ICON should delay party processing while waiting for Event data that can distinguish an internal DN from an external DN of the same name. See the same-dn option description.
ICON Application, [callconcentrator] Section and/or Switch object, [gts] Section
  • use-server-partyuuid
Added 8.1.508.09 Enables Interaction Concentrator to support multiple routing scenarios in single-site and multi-site environments running SIP Server release 8.1.102.13 or higher. See the use-server-partyuuid option description.
ICON Application, [custom-states] Section
  • store-event-data
  • EventData
Updated Document version 8.1.507.00 Updated the descriptions of the store-event-data and EventData options to indicate the settings required to report on EventCustomReporting data (which can be used to report on interaction focus time).
DN Object, Switch Object, Annex tab, [gts] Section
  • ring-divert
Updated Document version 8.1.507.00 Updated the description of the ring-divert option to indicate that ICON can identify the PARENTPARTYID and the PARENTLINKTYPE of the Ringing party even if the ring-divert option is set to 0, as long as the lookup-queue-on-ringing option is set to 1.
ICON Application, [callconcentrator] Section
  • cfg-dbname
Added Document version 8.1.506.00 ICON now enables you to run multiple ICON Applications from the same directory using the same executable. See Running Multiple ICON Applications from the Same Directory in the Options tab toggle section for details. The new cfg-dbname option must be configured to support this functionality.
ICON Application, [callconcentrator] Section
  • store-releasing-party
Updated Document version 8.1.506.00 The description of the store-releasing-party configuration option has been updated to specify that ICON supports this functionality for all switches that provide the necessary information. To determine whether your switch supports this functionality, check your T-Server/SIP Server documentation.
Switch object, [gts] Section
  • gcti-re-registration-tout
Updated Document version 8.1.504.00 The valid value for minimum re-registration timeout in the gcti-re-registration-tout configuration option has been corrected. 0 is now included as a valid value.
Switch object, [gts] Section
  • gcti-re-registration-tout
Added Document version 8.1.503.00 Added information on the new DN re-registration functionality. For details see Configuring DN Re-registration and the description of the new gcti-re-registration-tout Switch configuration option.
Switch object, [gts] Section
  • delivered-flag
  • support-dn-type-N
  • suppress-user-data
Updated Document version 8.1.503.00 Corrected the descriptions for the delivered-flag, support-dn-type-N, and suppress-user-data Switch configuration options.
Switch object, [gts] Section
  • support-dn-type-N
Updated Document version 8.1.502.00 Renamed from support-dn-type-5, which is just one of the valid names for this option, in which the variable N should be replaced by the number indicating the DN type to which the option setting will apply. See the support-dn-type-N option description.
ICON Application, [log] Section
  • x-print-attached-data
Updated Document version 8.1.502.00 Corrected the option description. See the x-print-attached-data option description.
Switch object, [gts] Section
  • call-deletion-timeout
Updated Document version 8.1.502.00 Corrected the valid values for the call-deletion-timeout option.
Switch object, [gts] Section
  • emulate-event-queued-extrp
  • emulate-event-queued-rp
  • emulate-event-queued-rq
Updated Document version 8.1.502.00 Corrected the default value for the emulate-event-queued-extrp, emulate-event-queued-rp, and emulate-event-queued-rq options.
Switch object, [gts] Section
  • min-tsync-roundtrip
Removed Document version 8.1.502.00 Updated the min-tsync-roundtrip option description to indicate that it is now obsolete.
ICON Application, [callconcentrator] Section
  • tsync-threshold
Removed Document version 8.1.502.00 Updated the tsync-threshold option description to indicate that it is now obsolete.
ICON Application, [callconcentrator] Section
  • ssc-processing
Added 8.1.500.04 Enables Interaction Concentrator to provides support for single-step conference reporting. For details, see the ssc-processing option description.
Switch object, [gts] Section
  • lookup-queue-on-ringing
Added 8.1.400.20 Enables ICON to correctly handle scenarios having a two-step blind transfer to a Route Point in which EventRinging comes before EventDiverted. In such scenarios, the transfer is completed to a distribution DN before the call rings on the target DN. For details, see the lookup-queue-on-ringing option description.

Changes to the Interaction Database (IDB)

The following changes to the IDB schema were made in Interaction Concentrator 8.1.5. For more information about the IDB schema for Interaction Concentrator, refer to the Interaction Concentrator Physical Data Model for your RDBMS.

Feature Name Type of Change Occurred in Release Details
You can now record data relating to supervisor presence and monitoring in agent calls. The relevant data is provided in AttributeExtensions of EventUserEvent and is stored in the G_CUSTOM_DATA_S table. New Feature 8.1.514.09 (10/31/2017) Use of this functionality requires you to have SIP Server in your environment, set the values for the SIP Server options sip-enable-call-info and sip-enable-call-info-extended to true, and to configure the following three new Interaction Concentrator options:enable-supervision-subscription, store-event-extensions, and EventExtensions.
Custom data KVP key names in the G_CUSTOM_DATA_S table are now truncated to 64 bytes to fit into IDB fields. Improvement 8.1.514.09 (10/31/2017)  
The following new indexes were added to ICON schema:
  • IDX_G_AGENT_STATE_H_PID_TYPE
  • IDX_G_AGENT_STATE_H_LSID_LSEQ
  • IDX_G_PARTY_GE_INT_CID
Improvement 8.1.514.08 (09/25/2017) See the Index table for the following schema tables in the Physical Data Model Reference for your RDBMS:
  • G_AGENT_STATE_HISTORY
  • G_PARTY
Option replaced to improve handling of timestamps having fractions of milliseconds in TEvents and Interaction Server events. Update 8.1.512.08 The timestamp-processing option replaces the now-deprecated ignore-milliseconds option.
To keep backward compatibility with environments running Genesys Info Mart 7.6 or Genesys Info Mart 8.x releases earlier than 8.5.007.14, you can now set the maximum data length in certain fields to 255 characters in the IDB data. New functionality 8.1.512.08 For details, see the description of the new max-userdata-length option.
Changed datatypes in some fields Update 8.1.512.08 The length of certain fields was changed to better support the requirements for the data stored in those fields. For details, see the Document Change History topic in the Physical Data Model document for your RDBMS.
You can now choose whether you want Interaction Concentrator to truncate microsecond values to seconds or round them to milliseconds when storing them in IDB. New functionality 8.1.511.01 Configure this setting using the new ignore-milliseconds configuration option.
The wrapper scripts drop obsolete purge procedures. Improvement 8.1.511.01 The following four purge procedures became obsolete in release 8.1.503.03, but they remained in the database: gsysPurgeIR, gsysPurgeUDH, gsysPurgeLS, and gsysPurgeOS. They are now removed when you upgrade to the latest release. This change applies to Oracle, PostgreSQL, and Microsoft SQL IDBs.
Support for Unicode encoding for user data on Microsoft SQL RDBMSs, as well as Oracle and PostgreSQL RDBMSs (which already offered Unicode support). Note that Unicode is not supported for DB2 IDBs. New functionality 8.1.510.07 To use this functionality, create a new Microsoft SQL IDB using the CoreSchema_multilang_mssql.sql database initialization script (rather than the CoreSchema_mssql.sql initialization script). This new script uses the nvarchar datatype instead of the varchar datatype to store Unicode data arriving from various data sources. For full configuration instructions and details on the functionality, see Configuring for Unicode Support in an Environment with a Microsoft SQL IDB.
Support for multiple routing scenarios in single-site and multi-site environments running SIP Server. Column added to existing table 8.1.508.09 The new TS_PARENTPARTYGUID column in the G_PARTY table 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.
Support for both sequential and parallel Hunt Group calls controlled by Genesys SIP Server. Added values 8.1.504.04 Interaction Concentrator records the hunt group type by recording the number corresponding to the value set for the SIP Server hg-type configuration option. This number is stored in the GSYS_EXT_INT1 field of the G_PARTY_HISTORY table. The numbers recorded, and the hunt group types they correspond to, are the following:
  • 4 = fork hunt group
  • 5 = linear hunt group
  • 6 = circular hunt group

This functionality is supported only in standalone SIP Server environments. For a full description of Hunt group functionality and configuration, see Hunt Groups in Standalone Deployments in the Supplement to SIP Server Deployment Guide.

Improved purge locking New database functionality 8.1.503.03 The purge procedure now uses a more robust native RDBMS approach and avoids the previously encountered issue of multiple purge processes running in parallel. This new database lock is used by default on Microsoft SQL and PostgreSQL databases. If a DBMS lock is available, you can configured it for Oracle databases (see Purge Lock Mechanisms in the Interaction Concentrator User's Guide for the necessary steps). DB2 databases continue to use the previous locking mechanism, which may require manual cleaning of the G_PURGE_STATE table in some rare cases when the purge process has terminated abnormally.
Important
If you are running an Oracle database and are planning to use the native purge locking mechanism, do not initialize IDB until after you install the Oracle DBMS_LOCK package.
Connection to Interaction Server application type
Additional value 8.1.502.04 If the cfg role is enabled, ICON writes the Interaction Server applications to which it is connected into the GC_APPLICATION table (application TYPE=111).

If ICON is configured to write data into the DSS tables, the G_DSS_*_PROVIDER tables will have the DBID of the Interaction Server(s) to which it is connected. If you use a modified T-Server application type to connect to Interaction Server (required when using releases prior to 8.1.502.04), this table recorded the T-Server DBID(s) instead.

Support for single-step conferences
Added states and values 8.1.500.04 A new state has been added in the G_PARTY_HISTORY table for the party who initiated the conference with CCEVENT = 12 (Conferenced) and CCEVENTCAUSE = 8 (Single-step Conference). The GSYS_EXT_VCH2 field in the table record contains the DN of the party that was added to the conference.

The cause value has been changed in the G_PARTY_HISTORY table for the party added to the conference. Starting with this release, the field contains CCEVENTCAUSE = 2 (Conference) for states with CCEVENT = 2 (Delivered) and CCEVENT = 3 (Established). If the party who initiated the conference drops before the added party answers, the CCEVENTCAUSE field may have the value 6 (Normal) for the state with CCEVENT = 3 (Established).

Single-step conferences are included into total conference count in the G_CALL_STAT table.

Recognition of IWS chat conferences Added value 8.1.500.04 To provide this support, ICON records a value for the eServices attr_visibility_mode interaction attribute in the keyname field of the G_USERDATA_HISTORY table. The attribute value indicates the mode of an agent who has joined a (chat) conference: 1 (Conference mode), 2 (Monitor mode), or 3 (Coach mode, also known as chat consult).

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This page was last modified on May 16, 2018, at 12:22.