Jump to: navigation, search

sst-options

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


Specifies the TEvents that ICON uses to recognize a single-step transfer, in order to ensure the correct processing of scenarios involving a single-step transfer.

Valid values:

  • 0—EventReleased, followed by a corresponding EventRinging or EventQueued. Arrivals of EventReleased, EventRinging, or EventQueued trigger the recognition logic.
  • 1—EventReleased only. Arrival of EventReleased with an additional cause attribute triggers the recognition logic.

Set this value to 1 for:

  • SIP Server deployments with VoIP IVRs (GVP and third-party)
  • T-Server for Siemens HiPath 4000 CSTA III.

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.
more...

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.

gls-improve-data-for-agent

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


Specifies when ICON should process agent states data in two-step transfer and conference scenarios.

Valid values:

  • 0—EventCallDeleted triggers agent states data processing (legacy behavior).
  • 1—Enables ICON to process agent states data based on EventReleased and store a more accurate value of PartyID in the G_AGENT_STATE_HISTORY table when a record describes one of the following:
    • An agent state changing from Busy to another state
    • An agent state changing from Busy to Busy
    • An agent state changing to ACW

Important: Genesys Info Mart customers should use the default value for this option.

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.

cseq-adjustment

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Introduced: 8.1.000.37, 8.1.100.34

Improves sequence tracking for user data in the G_USERDATA_HISTORY table, which enables downstream reporting applications, such as Genesys Info Mart, to correctly associate user data with interaction activity when user data updates occur within the same second that the call is transferred or terminated.

To preserve compatibility with legacy behavior, cseq-adjustment enables you to control whether ICON implements improved behavior for populating the CSEQ field in the G_USERDATA_HISTORY table.

Valid Values:

  • 0 - Compatibility mode. Preserves legacy behavior for pre-8.x Genesys Info Mart releases. See the extended description for a relevant known issue.
  • 1 - Preserves legacy behavior, but corrects the known issue (see extended description). ICON stores correct values in the CSEQ field in the G_USERDATA_HISTORY table for all scenarios.
  • 2 - Compatibility mode for Genesys Info Mart 8.x releases. ICON modifies the value of the CSEQ field in the G_USERDATA_HISTORY table to match the behavior that Genesys Info Mart 8.x expects.
more...

use-nts-call-state

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Dependencies: sst-options

Supports reporting on transfers made by agents using Network Attended Transfer (NAT).

  • When use-nts-call-state is set to 1, you must also set the Switch-level sst-options option (found on the Annex tab in the [gts] section) to 1. If you do not do this, ICON cannot complete the single-step transfer transaction.

Valid Values:

  • 0 - Keeps the previous ICON behavior, which is to ignore network call states.
  • 1 - Recognizes network call states.

 

more...

advanced-ext-party-reconstruction

Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately.
Dependencies: delivered-flag

For environments using SIP Server, Interaction Concentrator (ICON) supports call scenarios in which a call is sent from a monitored to an unmonitored site, and no party associated with the call remains on the monitored site. In these scenarios, the external party to which the call was sent can be reconstructed and stored in IDB.

  • To use this functionality, you must also set the value for the delivered-flag option in the [gts] section of the Switch object's Annex tab to 1.

Valid Values:

  • 0 - No external party is created.
  • 1 - Enables advanced processing to create an external party in specific call scenarios in which a call is sent from a monitored to an unmonitored site and no party associated with the call remains on the monitored site.

 

more...

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.
more...

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.
more...

gcti-re-registration-tout

Section: callconcentrator
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 is configured on the ICON Application object, or on the Switch configuration object, or both. If it is set only on the ICON Application object, it applies to all switches ICON is configured to monitor. If any Switch object is configured with a value different from that set on the ICON Application object, the Switch value takes precedence for that Switch.

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).

more...

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).

more...

observer-party

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


Specifies whether ICON should exclude from IDB storage data related to a service observer on a call. By default, ICON collects data about every party involved with the call and stores this information in the following IDB tables:

  • G_PARTY
  • G_PARTY_HISTORY
  • GS_PARTY_STAT

When set to 1, ICON does not store data about the party with the Observer role to these tables.

Note: To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource.

For more information about the releasing-party feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

external-party

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


Specifies whether ICON should exclude external-party data from IDB storage. By default, ICON collects information about external parties (for example, interaction participants outside a given switch domain) and stores this information in the following IDB tables:

  • G_PARTY
  • G_PARTY_HISTORY
  • G_PARTY_STAT.

Valid Values:

  • 0 - ICON collects and stores data about external as well as internal parties.
  • 1 - ICON collects and stores data about internal parties only (for example, interaction participants within a given switch domain).

Note: To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

acd-party-metrics

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


Specifies whether ICON should exclude party metrics for distribution devices such as ACD queues, routing points, virtual routing points, and external routing points from IDB storage. By default, ICON collects precalculated party metrics for distribution devices and stores this information in the G_PARTY_STAT IDB table.

Valid Values:

  • 0 - ICON stores data in the G_PARTY_STAT table for distribution devices.
  • 1 - ICON does not store data in the G_PARTY_STAT table for distribution devices.

Notes:

  • The acd-party-metrics option applies to SIP and voice interactions only.
  • To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

acd-party-history

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


Specifies whether ICON should exclude party history information about distribution devices such as ACD queues, routing points, virtual routing points, and external routing points from storage in IDB. By default, ICON collects party history information about distribution devices and stores this information in the G_PARTY_HISTORY IDB table.

Valid Values:

  • 0 - ICON stores party history information in the G_PARTY_HISTORY table.
  • 1 - ICON does not store party history information in the G_PARTY_HISTORY table.

Notes:

  • The acd-party-history option applies to SIP and voice interactions only.
  • To enable identification of the party that initiated release of a call in deployments that support this feature, ensure that the value of the external-party, acd-party-metrics, acd-party-history, call-metrics, and observer-party options is 0 (the default value). Otherwise, ICON does not store records in the G_PARTY_STAT table for the types of parties influenced by these options. As a result, ICON cannot identify whether call termination was initiated on the endpoint associated with this party or on the other resource. For more information about this feature, see Identifying Who Released the Call in the Interaction Concentrator User's Guide.

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..

 

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.

more...

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.

more...

Configuring for Voice Data

In order to store voice 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 on the ICON Application object.

Connections:
To enable ICON to receive voice data and store it in IDB, you must configure ICON connections to appropriate T-Server instances.

This topic includes the following sections:

Configuring for Voice Data

Any ICON Application object that has a configured connection to T-Server processes voice interaction data, regardless of the role that has been configured for the ICON Application. However, to enable ICON to store interaction-related and party-related data for voice calls in IDB, you must configure the role option with the value of gcc for the ICON application and associated Database Access Point (DAP).

To capture other types of data for voice objects and interactions, you must configure the appropriate values for the role option.

To enable ICON to identify the party that initiated release of a call, in deployments that support this functionality, set the value of the store-releasing-party option to 1.

Filtering Data

To improve Interaction Concentrator performance, consider excluding certain types of data from IDB storage. Review the filtering options in the [filter-data] section, and set appropriate values for your deployment.

If your deployment utilizes the feature to identify which party initiated release of a call, be aware that certain ICON filtering options can effectively disable this functionality.

For call-based reporting, the call-metrics option, in the [filter-data] configuration section, must be set to 0 (the default). Otherwise, ICON does not write any data to the G_CALL_STAT table. The following options in the [filter-data] configuration section affect storage of information in the G_PARTY_STAT table:

If you want to implement DN-based reporting on the parties that initiated release of calls, Genesys recommends that you retain the default values for these options, so that you do not filter party information.

For more information about using this feature, see How ICON Works.

Configuring DN Re-registration

Interaction Concentrator release 8.1.503.03 and higher supports multiple DN registration attempts if the initial attempt to register a DN returns an error or no response.

In earlier releases, when ICON starts up, it activates a registration timer and sends TregisterAddress requests to T-Server/SIP Server for each supported DN. ICON can receive in return either EventRegistered, EventError, or no response. When ICON receives EventError it marks that DN as unregistered and never tries to re-register that DN. Re-registration occurs only if ICON reconnects to the T-Server/SIP Server.

The new functionality enables you to automatically perform re-registration of unregistered DNs. To support this functionality, this release adds the gcti-re-registration-tout Switch-level and the associated gcti-re-registration-tout ICON Application-level configuration option. The option descriptions includes more detailed information explaining how the functionality works and the settings to use depending on your environment.

Recognizing the Correct DN in Environments Where Internal and External DNs Have the Same Name

In releases prior to 8.1.508.09, if both a DN on an internal, monitored Switch and a DN on an external Switch have the same name, ICON might incorrectly identify the otherDN as the internal DN, and therefore report incorrect data in IDB. For example, if a call went to the external DN, instead of storing the correct value of 0 in EndPointID field in related tables, ICON might store the DBID of the local DN that has the same name as the external DN. This can occur in both inbound and outbound scenarios.

To avoid this issue, you can set the same-dn option to 1, which instructs ICON to use the DN-related attributes from the EventCallPartyAdded event to collect data about the new DN. EventCallPartyAdded provides the following attributes:

  • AttributePartyType indicates the party type.
    • Type = 0: internal party.
    • Type = 1: external party.
  • AttributeDN indicates the device name where the new party was created.

Data Processing Details

  • If you set same-dn to 1, ICON delays processing internal party data as long as the otherDN type is unknown. But although party processing may be pending, user data processing is done with no delay. As a result, there may be some differences in the cseq values.
  • If ICON does not recognize the DN identified as otherDN, ICON handles it as external.
  • If all DNs on both switches are unique, then setting same-dn to 1 does not affect party processing when otherDN is external. Results are the same as setting same-dn to 0. However, if all parties are internal, setting same-dn to 1 delays party processing in comparison to setting same-dn to 0.
  • Even when same-dn is set to 1, ICON does not support scenarios in which two consecutive DN-related events are pending for the same interaction. For example, you might have an Inbound call from DN2 that is queued on DN1, DN3, and so on. The events received would be handled as follows:
CallPartyAdded DN1
Queued DN1, DN2 If DN2 is found (that is, it is registered on the link), then event processing is pending.


DN2 type is unknown yet.

Queued DN3, DN2 Error. The second event can not be processed as pending.

Hunt Group Support

Starting in release 8.1.504.04, Interaction Concentrator supports parallel and sequential Hunt Group reporting. Hunt Group reporting is supported only for standalone SIP Server deployments.

Configuring Conferencing and Transfer Options

A number of ICON configuration options control aspects of transfer and conference processing. This section lists relevant options and briefly explains what each does.

Options configured in the Interaction Concentrator Application object

  • advanced-ext-party-reconstruction: The following are examples of call scenarios for which you might need to use this option to have Interaction Concentrator to reconstruct the external party on the unmonitored site:
    • Single-step transfer to an external number.
    • Single-step transfer to a Routing Point, which then routes the call to an external number.
  • use-nts-call-state: Supports reporting on transfers made by agents using Network Attended Transfer (NAT).
  • cseq-adjustment: Improves sequence tracking for user data in the G_USERDATA_HISTORY table, which enables downstream reporting applications, such as Genesys Info Mart, to correctly associate user data with interaction activity when user data updates occur within the same second that the call is transferred or terminated.
  • ssc-processing: Enables support for single-step conference reporting.

Options configured on the Switch object

  • gls-improve-data-for-agent: Specifies when ICON should process agent states data in two-step transfer and conference scenarios.
  • lookup-queue-on-ringing: 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.
  • ring-divert: 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.
  • sst-options: Specifies the TEvents that ICON uses to recognize a single-step transfer, in order to ensure the correct processing of scenarios involving a single-step transfer.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 23 January 2018, at 13:04.