Deployment Procedure

Contents

Introduction

This deployment procedure applies to the 7.6.100.24 Hot Fix release of Interaction Concentrator, released 07/24/09. It describes how to deploy Interaction Concentrator using the package you received from Genesys via FTP.

Deployment Procedure – Hot Fix [07/24/09]

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 (ICON) 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:

   • If you are upgrading ICON in an environment with Genesys Info Mart, and Genesys Info Mart has already been extracting data from the Interaction Concentrator database (IDB) into which the existing ICON application stores data, do not create a new ICON Application object in the Configuration Layer. Instead, use the existing ICON Application object. Refer to the Genesys Info Mart 7.6 Operations Guide for more information.

   • If you are upgrading from 7.5.x release of ICON in an environment without Genesys Info Mart:

     1. Import the application template for ICON 7.6.x.

     2. Create and configure a new ICON 7.6.x Application object.

   • If you are upgrading from 7.6.x release of ICON in an environment without Genesys Info Mart, you do not have to make any changes to your ICON 7.6.x Application object. Note, however, that you must add the new configuration option, gls-active-reason-codes, and set its value to true if you want to implement the active Agent reason codes feature introduced in ICON release 7.6.100.19.

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

4. Use Genesys Solution Control Interface to stop 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 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 ICON 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 ICON 7.6.100.24.

8. Use Genesys Solution Control Interface to start ICON.

9. Verify that ICON 7.6.100.24 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:

• For a new deployment, execute the scripts in the order specified in the New Install. Order column.

• For an upgrade from a previous ICON release, execute the scripts in the order specified in the Upgrade Order column for your particular release.

• The scripts subfolder includes two additional scripts, sample_gcc_<db_type>_custdisp_api.sql and sample_gcc_<db_type>_custdisp_schema.sql, to serve as examples of scripts required to customize attached data processing. Do not execute these scripts.

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.

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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.

• Interaction Concentrator 7.6 Deployment Guide provides a high-level overview of Interaction Concentrator, deployment-planning materials, and deployment procedures.

• Interaction Concentrator 7.6 User�s Guide provides information about Interaction Concentrator functionality, including IDB architecture, models used in Interaction Concentrator, attached data processing, available stored procedures, and integration with other Genesys products.

• Interaction Concentrator 7.6 Physical Data Model for each supported RDBMS provides database schema with table and field descriptions for a particular IDB.

• Framework 7.6 Combined Log Events Help describes log events generated by every Genesys server application, including Interaction Concentrator.

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

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