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.
monitor
Section: gts
Default Value: 1
Valid Values: 1, 0
Changes Take Effect: Immediately
Dependencies: support-dn-type-N
Applicable to DNs of the Virtual Queue type, this option enables the processing of Virtual Queue–related events for this particular DN. This option is meaningful only when the support-dn-type-N configuration option is set to 1 (default) in the corresponding Switch object configuration.
Valid values:
- 0 - ICON does not handle any Virtual Queue–related events for this DN.
- 1 - ICON processes Virtual Queue–related events for this DN.
vq-write-mode
Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies how ICON writes to IDB information about a particular association between an interaction and a virtual queue.
Valid Values:
- 0 - ICON stores virtual queue-related data in one step. ICON creates a complete IDB record when the association is terminated, as indicated by either EventDiverted or EventAbandoned.
- 1 - ICON stores virtual queue-related data in two steps. ICON initially creates an IDB record when the association starts, as indicated by the EventQueued TEvent; after the association is terminated, as indicated by either EventDiverted or EventAbandoned, ICON updates the existing record.
store-route-result-reliability
Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Dependencies: extended-route-result, store-route-result-reliability
Determines whether the GSYS_EXT_INT1 field in the G_ROUTE_RESULT table stores a value indicating the reliability of the data received from Universal Routing Server (URS).
This field is updated based on the values set in the extended-route-result and store-route-result-reliability options.
- If extended-route-result = 1, ICON stores a reliability flag in the GSYS_EXT_INT1 field in the G_ROUTE_RESULT IDB table.
- If extended-route-result = 0 BUT store-route-result-reliability = 1, ICON stores a reliability flag.
Valid Values:
- 0 - No value is stored in the GSYS_EXT_INT1 field.
- 1 - ICON stores a value in the GSYS_EXT_INT1 field. For the values stored in this field and their meanings, see the Interaction Concentrator 8.1 Physical Data Model document for your RBDMS.
Note: The values true and false are also valid.
route-res-vqid-hist-enabled
Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies whether virtual queue (VQ) IDs associated with G_ROUTE_RESULT records are stored in the G_ROUTE_RES_VQ_HIST table.
Valid Values:
- 1 - The G_ROUTE_RES_VQ_HIST table stores VQ IDs associated with G_ROUTE_RESULT records.
- 0 - The G_ROUTE_RES_VQ_HIST table is not populated.
Note: The values true and false are also valid.
extended-route-result
Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Related Options: report_reasons, report_targets
Specifies whether ICON stores extended routing results (statuses of interactions distributed by URS 7.6) in IDB.
Valid Values:
- 0 - ICON stores route results in G_VIRTUAL_QUEUE and G_ROUTE_RESULT IDB tables as implemented in ICON release 7.5.
- 1 - ICON stores extended routing results in G_VIRTUAL_QUEUE and G_ROUTE_RESULT IDB tables as implemented in ICON release 7.6.
Notes:
- The values true and false are also valid.
- For details about the routing results stored in IDB when extended-route-result = 0 or 1, refer to the chapter about monitoring virtual queues and route points in the Interaction Concentrator User's Guide.
- Writing extended routing results into IDB (G_ROUTE_RESULT and G_VIRTUAL_QUEUE IDB tables) requires:
- Universal Routing Server (URS) release 7.6.
- URS configuration options report_reasons and report_targets set to true.
extended-route-result
Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Related Options: report_reasons, report_targets
Specifies whether ICON stores extended routing results (statuses of interactions distributed by URS 7.6) in IDB.
Valid Values:
- 0 - ICON stores route results in G_VIRTUAL_QUEUE and G_ROUTE_RESULT IDB tables as implemented in ICON release 7.5.
- 1 - ICON stores extended routing results in G_VIRTUAL_QUEUE and G_ROUTE_RESULT IDB tables as implemented in ICON release 7.6.
Notes:
- The values true and false are also valid.
- For details about the routing results stored in IDB when extended-route-result = 0 or 1, refer to the chapter about monitoring virtual queues and route points in the Interaction Concentrator User's Guide.
- Writing extended routing results into IDB (G_ROUTE_RESULT and G_VIRTUAL_QUEUE IDB tables) requires:
- Universal Routing Server (URS) release 7.6.
- URS configuration options report_reasons and report_targets set to true.
vq-write-mode
Section: callconcentrator
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies how ICON writes to IDB information about a particular association between an interaction and a virtual queue.
Valid Values:
- 0 - ICON stores virtual queue-related data in one step. ICON creates a complete IDB record when the association is terminated, as indicated by either EventDiverted or EventAbandoned.
- 1 - ICON stores virtual queue-related data in two steps. ICON initially creates an IDB record when the association starts, as indicated by the EventQueued TEvent; after the association is terminated, as indicated by either EventDiverted or EventAbandoned, ICON updates the existing record.
Configuring for Virtual Queue Data
This section provides information about the configuration settings in the Genesys Configuration Layer that are related to virtual queue and extended route result functionality. The default configuration settings enable the storage of virtual queue data, provided that your releases of both Interaction Concentrator and URS support virtual queue functionality.
Configuration settings on the ICON Application object, the virtual queue DN object, and the Switch object enable you to manipulate virtual queue monitoring in the following ways:
- Change the storage mode of Interaction Concentrator.
- Disable monitoring and data storage for a particular virtual queue.
- Disable monitoring and data storage at the switch level—that is, for all virtual queues that belong to a particular switch.
For more information about virtual queue data in Interaction Concentrator, see Monitoring Virtual Queues and Routing Points.
To correctly collect and store virtual queue data, following the instructions in the following sections:
Universal Routing Server
Although a URS release that supports virtual queue functionality is necessary in order to enable virtual queue monitoring in Interaction Concentrator, no special configuration is required on the URS side.
Beginning in release 7.6, URS provides additional information to ICON regarding the reason for routing an interaction using the AttributeReason of routing events. URS can also attach information to interactions about the targets for which it is waiting. (For more information, see Monitoring Route Results on Routing Points.) To make this information available to Interaction Concentrator for downstream reporting purposes, set the following configuration options to true on the URS Application object:
- report_reasons
- report_targets
For more information about these URS configuration options, see the Universal Routing Reference Manual.
ICON Application Object
The default settings enable ICON to receive virtual queue data and store it in IDB.
Connections
Although a URS release that supports virtual queue functionality is necessary in order to enable virtual queue monitoring in Interaction Concentrator, ICON receives the data from T–Server or Interaction Server. Therefore, no connection to URS is required.
vq-write-mode
The vq-write-mode configuration option enables you to switch the storage mode for virtual queue data, if necessary. For descriptions of the storage modes, see Monitoring Virtual Queues and Routing Points.
extended-route-result
The extended-route-result configuration option specifies whether ICON stores extended routing results (from URS) in IDB.
- To store extended route results in IDB, ICON requires URS release 7.6 and Interaction Server release 7.6.000.18 (or higher).
- Interaction Concentrator functionality related to storing Virtual Queues history in the G_ROUTE_RES_VQ_HIST table requires URS release 8.1 or higher.
For more information about these options, see the following configuration option descriptions:
Virtual Queue DN
Unless you need to disable monitoring and data storage for a particular virtual queue, no configuration is necessary for the DN object that represents this virtual queue in the Configuration Layer.
monitor
The monitor configuration option enables you to turn off ICON monitoring and data storage for a particular virtual queue, if necessary. If the option is set to 0, ICON does not register with T-Server to receive events that pertain to this virtual queue.
Switch
Unless you need to disable virtual queue monitoring and data storage for a particular switch, no configuration is necessary for the corresponding Switch object in the Configuration Layer.
support-dn-type-N
The support-dn-type-N configuration option enables you to turn off ICON monitoring and data storage for all DNs of a specified type that belong to a particular switch. To set the type of DN to which the option should apply, create an instance of this option in which you replace the variable N with the number corresponding to the DN type you want to control.
For example, to turn off monitoring for all virtual queue DNs on a switch, set the type to 5, indicating that it applies to the virtual queue DN type (that is, the option name is set to support-dn-type-5), and set the option value to 0. With this setting, ICON does not register with T-Server to receive events that pertain to virtual queue DNs that belong to this switch. In this case, ICON does not process or store virtual queue related TEvents, even if the monitor option is set to 1 for any of the virtual queues that belong to the switch.