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.
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 Multi-Language Support
For multi-language support, the following items might apply depending on your environment and requirements:
- If you require UTF-8 support, you must use Configuration Layer components of release 8.1.3 or higher.
- If you are running an Oracle database, make sure the NLS_LANG environment variable on the host where DB Server is installed is set to match the character encoding of data in the Oracle database; for example, NLS_LANG=.UTF8. This is especially important when using UTF-8 language encoding, and in all Chinese, Japanese, and Korean language environments. For additional information on specific configuration information for Oracle databases, see the Framework Database Connectivity Reference Guide.
- In environments with PostgreSQL RBDMS, the IDB processing configuration details (having the role option set to cfg) should be created to use encoding identical to that used by Configuration Server. For example, you may set PostgreSQL database encoding to WIN1252 to use extended ASCII from European languages, or use SQL_ASCII.
- In environments with PostgreSQL RBDMS, if you require ICON to process user data using any symbols other than ASCII, you must create your PostgreSQL IDB with encoding that supports these symbols. If this encoding is different from the Configuration Server encoding, you must have a separate IDB for configuration details.
- When storing long Unicode string values in a multi-language environment, keep in mind the following points:
- WARNING! Genesys does not support any user edits to the IDB schema. Changing the schema or trying to increase the length of a field can cause unpredictable data loss.
- To avoid database errors when inserting string values longer than the matching table field, ICON truncates string data that exceeds the specified field length. See the description of fields in the Interaction Concentrator Physical Data Model document for your RDBMS type for the length set for each.
- For user attached data, ICON truncates strings longer than the value set in the max-userdata-length option.
- To avoid incomplete UTF-8 symbols at the end of truncated string, configure the trim-broken-utf8 option.
Unicode Support
How you configure Interaction Concentrator for Unicode support depends on which RDBMS you are using for IDB.
- Microsoft SQL—See the detailed configuration instructions in Configuring for Unicode Support in an Environment with a Microsoft SQL IDB below.
- Oracle and PostgreSQL—No special configuration of Interaction Concentrator is required. Note, however, that your database itself must be configured to support Unicode.
- DB2—Unicode is not currently supported.
Configuring for Unicode Support in an Environment with a Microsoft SQL IDB
Starting from release 8.1.510.07, Interaction Concentrator supports storage of Unicode user data on Microsoft SQL IDBs. The affected fields use the nvarchar datatype instead of the varchar datatype. Note that as a result, these fields use twice as much space as they would if they used the varchar datatype.
- If you require Unicode support, you must use DB Server 8.1.301.11 or higher.
- International symbols will be written correctly only if ICON receives them in Unicode (UTF-8). To use Unicode, it is mandatory to have UTF-8 encoding configured in Configuration Server, in your XML attached data specification, and in all clients that attach international data to interactions.
The Unicode Microsoft SQL database schema uses nvarchar fields for all columns that store data entered by the user. To configure Interaction Concentrator on a Microsoft SQL IDB for Unicode, perform the following steps:
- Install DB Server 8.1.301.11 or higher. Configure DB Server with the following settings in the [dbserver] configuration options section:
- msql_name = ./dbclient_851/dbclient_msql.exe
- Set up your Configuration Server for Unicode support (that is UTF-8 encoding). For instructions, see Deploying Configuration Server in the Framework Deployment Guide.
- Verify that your other data source applications are configured for Unicode support. For instructions, see the relevant deployment information for T-Server, Interaction Server, Outbound Contact Server.
- If you are using Unicode in your attached data, ensure that your XML attached data specification is saved with UTF-8 encoding. (If all of your defined data keys are in ASCII format, you can save the XML attached data specification file in ASCII format.)
- For more on setting up your attached data specification, see Configuring for Attached Data.
- Create a new IDB. There is no migration from an existing IDB to Unicode. To do so:
- Run the CoreSchema_multilang_mssql.sql database initialization script (rather than the CoreSchema_mssql.sql initialization script) on the new database.
- Set the appropriate value for the support-unicode ICON Application option.
- Check the ICON log file for the following messages indicating whether there are configuration issues in your environment:
If you have questions about this process, please contact Genesys Customer Care.
Additional Notes
There is no migration path for an existing Microsoft SQL IDB to a Unicode one. If you need special help with data transfer, contact Genesys Customer Care for assistance.
The Interaction Concentrator upgrade procedure remains unchanged. In case of future database schema changes, a single upgrade script will upgrade both Unicode and non-Unicode IDBs.