Deployment Procedure

Interaction Concentrator

7.6.100.18

Genesys Telecommunications Laboratories, Inc. © 2009

Contents

Introduction
Deployment Procedure – Hot Fix [04/03/09]
Additional Information


Introduction

This deployment procedure applies to the 7.6.100.18 Hot Fix release of Interaction Concentrator, released 04/03/09. It describes how to deploy Interaction Concentrator using the package you received from Genesys via FTP.


Deployment Procedure – Hot Fix [04/03/09]

To deploy this installation package within a new environment, follow the instructions in the Interaction Concentrator 7.6 Deployment Guide—but be sure to execute all the scripts listed in the Database Scripts section below.

To deploy the package within your existing 7.6.x or 7.5.x Interaction Concentrator environment, perform the following steps:

  1. Create a backup of your attached-data configuration file. You can locate this file, by default named ccon_adata_spec.xml, in the directory where Interaction Concentrator is installed.

    Note: If you have customized the gudCustDISP1 or gudCustDISP2 dispatcher stored procedures and saved them with the default (Genesys-provided) names, back up the procedures and restore them after the upgrade.

  2. Depending on your current environment, do one of the following:

  3. Run the setup file (install.sh or setup.exe) provided in your installation package.

  4. Use Genesys Solution Control Interface to stop Interaction Concentrator (ICON), if it is running.

    Note: The content of the persistent queue file (icon_**.pq) will be lost as a result of the upgrade. Do not back up the persistent queue file. To minimize the loss of data, perform the upgrade when the contact center load is minimal.

  5. (Optional) Back up Interaction Database (IDB). Genesys recommends backing up IDB, but only if it is feasible to do so without prolonging the service interruption to an unacceptable extent. Backing up a very large IDB (while ICON is stopped) may interrupt data collection for a long period of time.

  6. Using the database scripts created as a result of the installation, upgrade IDB as described in the Database Scripts section.

  7. Restore the attached-data configuration file:

    1. If necessary, update the attached-data configuration file (from Step 1) as required to implement the new functionality provided by Interaction Concentrator 7.6. For more information, see the chapter about attached data in the Interaction Concentrator 7.6 User’s Guide.

    2. Copy your file to replace the one in the folder where you deployed Interaction Concentrator 7.6.100.18.

  8. Use Genesys Solution Control Interface to start Interaction Concentrator.

  9. Verify that Interaction Concentrator 7.6.100.18 runs properly by checking the log for errors.

If you have multiple ICON applications, repeat this procedure for each instance.

Database Scripts

If deploying this installation package within a new environment, note that the database initialization procedure differs from the one that is described in the Interaction Concentrator 7.6 Deployment Guide.

Use the table and instructions in this section to either initialize or upgrade Interaction Database:

Note: In the table, the abbreviation N/A indicates that a given script is not applicable to (should not be executed for) a given release.

Script Name New Install. Order 7.5.000.12 Upgrade Order 7.5.000.16 Upgrade Order 7.5.000.17 Upgrade Order 7.5.000.18 Upgrade Order 7.5.000.19 Upgrade Order 7.5.000.22 Upgrade Order 7.5.000.23 Upgrade Order 7.5.000.24 Upgrade Order 7.5.000.25 Upgrade Order 7.5.000.26 Upgrade Order 7.6.000.16 Upgrade Order 7.6.000.18 Upgrade Order 7.6.000.20 Upgrade Order 7.6.000.21 Upgrade Order 7.6.100.10 Upgrade Order 7.6.100.12 Upgrade Order 7.6.100.14 Upgrade Order Script Description
01_gcc_<db_type>_schema.sql 1 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates the core IDB tables and indexes.
02_gos_<db_type>_schema.sql 2 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Upgrades the IDB schema to include the Outbound data tables.
03_gcc_<db_type>stp_api.sql 3 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates core stored procedures.
04_gcc_<db_type>_schema_2.sql 4 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Upgrades the IDB schema to include the G_VIRTUAL_QUEUE table.
05_gcc_<db_type>stp_api_2.sql 5 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates stored procedures that associate calls with Virtual Queues.
06_gcc_<db_type>_schema_3.sql 6 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Upgrades the IDB schema to include custom-state tables.
07_gcc_<db_type>_idx_change_3.sql 7 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates indexes to various IDB tables.
08_mcr_<db_type>_schema.sql 8 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Upgrades the IDB schema to include the Multimedia user data tables.
09_gcc_<db_type>_stp_api_3.sql 9 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates stored procedures related to call control, login sessions, and user data.
10_gcc_<db_type>_stp_sys_3.sql 10 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates special (service) stored procedures.
11_gcc_<db_type>_idx_change_5.sql 11 1 1 1 1 1 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates indexes to various IDB tables.
12_gcc_<db_type>_stp_api_4.sql 12 2 2 2 2 2 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Upgrades stored procedures for configuration data tracking.
13_gcc_<db_type>_svc_change_5.sql 13 3 3 3 3 3 1 1 1 1 1 N/A N/A N/A N/A N/A N/A N/A Creates and/or modifies additional special (service) stored procedures.
14_gcc_<db_type>_stp_api_5.sql 14 4 4 4 4 4 2 2 2 2 2 N/A N/A N/A N/A N/A N/A N/A Upgrades stored procedures for open media data tracking.
15_gcc_<db_type>_stp_sys_5.sql 15 5 5 5 5 5 3 3 3 3 3 N/A N/A N/A N/A N/A N/A N/A Upgrades special (service) stored procedures.
16_gcc_<db_type>_stp_api_6.sql 16 6 6 6 6 6 4 4 4 4 4 1 N/A N/A N/A N/A N/A N/A Upgrades stored procedures for user data tracking.
17_gcc_<db_type>_idx_change_6.sql 17 7 7 7 7 7 5 5 5 5 5 2 1 1 1 N/A N/A N/A Creates index for G_PARTY IDB table.
18_gcc_<db_type>_stp_api_7.sql 18 8 8 8 8 8 6 6 6 6 6 3 2 2 2 N/A N/A N/A Creates stored procedures related to call control, configuration data, and user data tracking.
19_gcc_<db_type>_stp_sys_7.sql 19 9 9 9 9 9 7 7 7 7 7 4 3 3 3 N/A N/A N/A Upgrades the merge procedure.
20_gcc_<db_type>_schema_4.sql 20 10 10 10 10 10 8 8 8 8 8 5 4 4 4 1 1 1 Creates the table to store active Agent state reason codes.
21_gcc_<db_type>_stp_api_8.sql 21 11 11 11 11 11 9 9 9 9 9 6 5 5 5 2 2 2 Creates stored procedures to store active Agent state reason codes and Agent state reason codes.
22_gcc_<db_type>_disp.sql 22 12 12 12 12 12 10 10 10 10 10 7 6 6 6 3 3 3 Creates stored procedures for event dispatcher functionality.
23_gcc_<db_type>_dict.sql 23 13 13 13 13 13 11 11 11 11 11 8 N/A N/A N/A N/A N/A N/A Populates the dictionary tables with metadata.
24_gcc_<db_type>_version.sql 24 14 14 14 14 14 12 12 12 12 12 9 7 7 7 4 4 4 Updates the version of the IDB schema.
gcc_<db_type>_clean_init.sql 25 15 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Creates tables and indexes in IDB to clean up (purge) the database.
gcc_<db_type>_clean_upgrade.sql N/A N/A 15 15 15 15 N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Updates tables and indexes in IDB to clean up (purge) the database.
gcc_<db_type>_clean_api.sql 26 16 16 16 16 16 13 13 13 13 13 N/A N/A N/A N/A N/A N/A N/A Creates stored procedures to purge IDB.
purge_gcc_<db_type>_proc.sql 27 17 17 17 17 17 14 14 14 14 14 10 8 8 8 N/A N/A N/A Creates service table and stored procedures for 7.6.1 purge IDB procedure (gsysPurge76).

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

If you encounter any issues with the deployment of this package, please contact Genesys Technical Support.

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