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mcr-om-processing

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


Specifies whether ICON stores information about 3rd Party Media interactions in IDB. By default, ICON processes interactions other than chat, e-mail, or voice and stores the type of media in special fields of the following tables: GX_SESSION_ENDPOINT, G_AGENT_STATE_HISTORY, GS_AGENT_STAT, G_AGENT_STATE_RC, G_CALL.

Valid Values:

  • 0 - ICON does not store data in IDB about interactions other than chat, e-mail, or voice. ICON processes neither interactions nor agent data for 3rd Party Media
  • 1 - ICON stores information in IDB about 3rd Party Media interactions.

For more information about 3rd Party Media support, refer to "Integrating with Multimedia" in the Interaction Concentrator User's Guide.

role

Section: callconcentrator
Default Value: all
Valid Values: A comma-separated list of valid roles
Changes Take Effect: After restart


Specifies the type of data that this ICON instance processes and stores in IDB. The option value must be lowercase. If you use uppercase letters in the option setting, the role defaults to all.

Valid Values:

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

Prefixing an option value with a tilde (~) excludes that type of data from ICON processing, and includes all other types.

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Configuring for Multimedia Data

In order to store multimedia interaction, agent state, and login session data in IDB, certain configuration settings are required in the Genesys Configuration Layer. This section describes the configuration settings that are required in the ICON Application object.

For more information about multimedia data in Interaction Concentrator, see Integrating with eServices and 3rd Party Media.

Configuring the ICON Application Object for Multimedia

To enable ICON to receive eServices and 3rd Party Media data and store it in IDB, you must configure ICON connections to appropriate Interaction Server instances.

Special Connection Procedure for Releases 8.1.500.04 and Earlier

In releases prior to 8.1.502.04, ICON cannot connect directly to an Application object of type Interaction Server. Instead, an Application object of type T-Server must represent Interaction Server.

You must perform the Interaction Server configuration differently depending on your environment, as follows:

  • In a single-tenant environment or an environment with a single Interaction Server for each tenant, create a single application of type T-Server for each Interaction Server.
  • In an environment with an Interaction Server that serves multiple tenants, you must create for each Interaction Server:
    • One application of the Interaction Server type (which can accommodate multiple Tenants).
    • As many applications of the T-Server type as there are tenants served by this Interaction Server, one for each tenant. Configure these applications using the actual Interaction Server host and port settings, following the instructions below.

To have ICON recognize and connect to Interaction Server, execute the following steps:

  1. Create an Application with application type T-Server in Configuration Server. This might be either in addition to or instead of an Interaction Server-type Application, depending on your environment (see the explanation in the bullet-points above).
  2. On the Server Info tab of this application, specify the host and port parameters for your Interaction Server. If you are using both an Interaction Server-type Application and a T-Server-type Application, the host and port parameters must be identical.
  3. Designate the multimedia switch that Interaction Server uses as a switch for the T-Server-type Application.
  4. Add the T-Server-type Application to the Connections tab of the ICON Application (instead of the Interaction Server Application).
  5. On the Options tab, configure, at minimum, the following options:
    • Set an appropriate value for the role configuration option.
    • To enable ICON to store information about 3rd Party Media interactions in IDB, configure the mcr-om-processing configuration option.
  6. If you are running ICON 8.1.0 or 8.1.1 and ICON is already started, restart it. If you are running a later version of ICON, it automatically updates the connection to the new T-Server; you do not need to restart ICON.
    Important
    During an automatic reconnection, while ICON disconnects from the prior host/port and connects to the new one, there might be a brief gap in data received from the T-Server.

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This page was last modified on January 23, 2018, at 12:11.