Jump to: navigation, search

gos-write-metrics-only

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


Specifies whether ICON excludes from database storage all outbound data except precalculated metrics.

Valid Values:

  • 0 - ICON stores both OCS data and precalculated OCS metrics, regardless of the gos-write-metrics option value.
  • 1 - Provided that the gos-write-metrics option is also set to 1, ICON stores precalculated metrics, but not the other data that OCS provides.

gos-write-metrics

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


Specifies whether ICON writes any precalculated OCS metrics to IDB.

Valid Values:

  • 0 - ICON does not store any precalculated metrics that OCS provides.
  • 1 - ICON stores precalculated metrics that OCS provides.

gos-write-duplicate-metrics

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


Specifies whether all metrics related to active outbound objects are stored in IDB exactly as Outbound Contact Server (OCS) provides them, or whether ICON filters out duplicate metrics. ICON identifies active outbound objects by CampaignGUID, ChainGUID, and CallAttemptGUID.

Valid Values:

  • 0 - ICON does not subsequently write the same precalculated OCS metric after it is stored in IDB.
  • 1 - ICON writes all metrics related to active objects, exactly as OCS provides them, without filtering out possible duplicate metrics.

For more information about outbound-related metrics, refer to "Integrating with Outbound Contact" in the Interaction Concentrator User's Guide.

role

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


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

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

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

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

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.

Configuring for Outbound Contact Data

In order to store Outbound Contact data in IDB for reporting purposes, certain configuration settings are required in the Genesys Configuration Layer, both for certain Outbound-related configuration objects and for the ICON Application object.

For more information about Outbound Contact Server (OCS) data in Interaction Concentrator, see Integrating with Outbound Contact.

Outbound Contact Configuration

Special configuration of the items listed below is required in order to enable OCS to process and send data to ICON about the content of the fields in calling list records.

Field Object

The Field-level configuration options (described in detail below) controls whether ICON will receive and store field values:

  • icon_attribute
  • send_attribute
Important
Interaction Concentrator reads Field object configuration information only at startup. No real-time configuration changes to Field objects are recognized. To accept changes to Field configuration, restart Interaction Concentrator.

icon_attribute

For every Field configuration object that describes a single field (for example, a phone number) within a record, you must configure the icon_attribute option if you want that data to be stored in IDB.

To configure this option:

  1. Open the Properties dialog box for the particular Field configuration object.
  2. Click the Annex tab.
  3. Create a new section named [default], if it does not already exist.
  4. Within this section, create a new option named icon_attribute.
  5. Set the option to one of the following values:
    • 1: To store OCS mandatory fields in the GO_RECORD table, custom defined fields in the GO_CUSTOM_FIELDS table, and history of field changes in GO_FIELDHIST table.
    • 2: To store data as a secured field in the special GO_SECURE_FIELDS and GO_SEC_FIELDHIST IDB tables.

If you do not configure this option, or if you set its value to 0 (zero), OCS will not deliver those fields to ICON when sending reporting information, and ICON will not store the value of such fields.

send_attribute

For every user-defined field that describes a single field (for example, a customer name) within a record, configure the Outbound Contact send_attribute option to have OCS attach that data to outbound calls and in user events.

Important
You do not need to specify mandatory fields, such as GSW_CALL_ATTEMPT_GUID and GSW_CALL_TYPE, in the send_attribute option. These fields are attached by default.

By default, OCS attaches the values of the mandatory fields listed in the table below. The table also shows the default key name for the attached data key–value pair.

Field Key Name
contact_info GSW_PHONE
chain_id GSW_CHAIN_ID
attempt GSW_ATTEMPTS
call_result GSW_CALL_RESULT

If you do not configure the send_attribute option for user-defined fields, OCS does not process data that is related to those Field objects, and accordingly ICON does not receive that data.

For more information, see the description of the send_attribute option in the Outbound Contact Deployment Guide. See also the section about attaching record information to desktop and OCS user events in Communication Protocols in the Outbound Contact Reference Manual.

Campaign Group Object

To enable reporting for all the activity associated with a Campaign Group, including chain activities, ensure that the Campaign Group object’s configuration properties specify a valid Voice Transfer Destination DN. The DN must be located on the switch served by the T-Server to which OCS is connected, and the T-Server must have a CTI link connected with the switch.

Outbound Contact Server

If you require OCS to report snapshot metrics that are based on calculations related to call times (Outbound Call Dialing Time, Outbound Call Transfer Time, and CPD Time), ensure that audit logging is enabled for the OCS Application object.

  • To enable audit logging, set the log_call_stats configuration option to true or yes.

No other special configuration is required on the OCS Application object.

ICON Application

To enable ICON to receive OCS data and store it in IDB, you must configure ICON connections to appropriate data sources, and you must set relevant configuration options.

Important
For detailed information about deploying Outbound Contact with Interaction Concentrator, see Integrating with Outbound Contact in the Interaction Concentrator User's Guide.

Connections

To have ICON store Outbound Contact data, you must add at least one OCS instance to your ICON Application object Connections tab.

  • In an environment with a single OCS instance, add the OCS Application object to the Connections tab of the ICON Application object.
  • In an environment with multiple OCS instances, decide on your deployment topology—that is, decide whether a single ICON instance will handle the data from all or a subset of OCS instances, or whether each OCS will have a dedicated ICON instance. Based on your deployment decision, add one or more OCS Application objects to the Connections tab of the ICON Application object that must store data from those OCS instances.

Specifying Which Switches to Use for Outbound Data

Each OCS instance can connect to multiple switches. If you simply add OCS to your Connections tab, ICON takes Outbound data from all switches to which the specified OCS instance(s) are connected.

To take Outbound data only from some of the total pool of switches, add T-Server(s) associated with the desired switch(es) to the ICON Application object Connections tab. ICON then takes data only from the switches that are associated with the specified T-Servers.

For a detailed discussion of these deployment considerations, see Outbound Contact Deployment Scenarios in the Interaction Concentrator User's Guide.

ICON Role Configuration Option

For every ICON instance that must store outbound data, make sure that the role option on the Options tab of the ICON Application object includes gos in the list of values. If you deploy a single ICON instance for the entire contact center, you can keep the default value (all).

If you store different types of data to different IDBs, make sure that gos is also specified for the role option on the Options tab of the appropriate Database Access Point (DAP). Configure this option on the Options tab of the Application object for the DAP that your ICON instance uses to store outbound data to IDB.

OCS–Specific ICON Options

The following ICON configuration options enable you to specify what outbound data ICON should store, and in what manner:

Select the appropriate values for your environment, and then make the appropriate configuration changes on the Options tab of the ICON Application object.

Multi-Tenant Considerations

In multi-tenant environments, the OCS-related objects that the ICON instance monitors may be configured under various tenants. Ensure that you assign all related tenants to the ICON Application.

Multi-Tenant Example

For example, you might create an Outbound Calling List object under a tenant called Outbound, and have the calling list use fields that you created as Field objects under the Environment tenant. To enable ICON to process OCS data related to the Outbound Calling List:

  1. Configure the required Field objects under the Environment tenant.
    • Configure the icon_attribute option for all the fields that you want ICON to store.
    • Configure the send_attribute option for all the fields that you want ICON to store.
  2. Add both the Environment tenant and the Outbound tenant on the Tenants tab of the ICON Application object.
This page was last edited on July 8, 2020, at 20:09.

Feedback

Comment on this article:

blog comments powered by Disqus