Deployment Procedure

Contents

Introduction

This deployment procedure applies to the 8.0.000.42 Hot Fix release of Interaction Concentrator, released 09/09/2011. It describes how to deploy Interaction Concentrator using the package you received from Genesys via FTP.

Deployment Procedure – Hot Fix [09/09/2011]

• To deploy this installation package within a new environment, follow the instructions in the Interaction Concentrator 8.0 Deployment Guide—but be sure to execute all of the scripts listed below:

  1. CoreSchema_<db_type>.sql

  2. CoreProcedures_<db_type>.sql

  3. Purge2_<db_type>.sql

  4. Wrapper_for_80042_<db_type>.sql

  5. For Genesys Info Mart 7.6 environments only: MergeUpgrade_1_<db_type>.sql, which creates an additional index for the G_IR_HISTORY table.

  6. If you are deploying Interaction Concentrator in an environment with Genesys Info Mart 8.0, or you plan to use Genesys Info Mart 8.0 in the future, also execute the create_ICON_GIM8_0_idx_<db_type>.sql script.

• To upgrade to this installation from any version of ICON lower than 8.0, first upgrade to the initial release of ICON 8.0, as described in the Genesys Migration Guide.

  Notes:

  • Genesys Info Mart 8.0 is incompatible with IDB versions lower than 8.0. If you are running a version of Interaction Concentrator earlier than 8.0 and you want to use Genesys Info Mart 8.0, you must do a new, fresh installation as described above.
  • If you are migrating from any version of Interaction Concentrator lower than 8.0.000.39, upgrading the purge procedure (by executing the Purge2_<db_type>.sql script) does not remove the previous set of purge stored procedures from IDB.

• To deploy this installation package within an existing Interaction Concentrator 8.0 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. Run the setup file (install.sh or setup.exe) provided in your installation package.

  3. Use Genesys Solution Control interface (SCI) 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.

  4. (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.

  5. Execute all of the database scripts listed below:

     • Click to show/hide SQL scripts to upgrade from Interaction Concentrator release 8.0.000.35 or higher.

       1. CoreProcedures_<db_type>.sql

       2. Purge2_<db_type>.sql

       3. Wrapper_for_80042_<db_type>.sql

       4. For Genesys Info Mart 7.6 environments, MergeUpgrade_1_<db_type>.sql

     • Click to show/hide SQL scripts to upgrade from an Interaction Concentrator 8.0 release earlier than 8.0.000.35.

       1. CoreProcedures_<db_type>.sql

       2. Purge2_<db_type>.sql

       3. Wrapper_for_80042_<db_type>.sql

       4. If you are deploying Interaction Concentrator in an environment with Genesys Info Mart 8.0, or you plan to use Genesys Info Mart 8.0 in the future, also execute the create_ICON_GIM8_0_idx_<db_type>.sql script.

       5. Optionally, to delete all old stored procedures for previous ICON 8.0.000.xx releases, execute the drop_<release_number>_<db_type>.sql script.

       6. Read the list of Indexes in the drop_ICON_obsolete_idx_<db_type>.sql script.

          • If you do not use any of the indexes listed in the drop_ICON_obsolete_idx_<db_type>.sql script, execute the script.
          • If you do use any of the indexes listed in the drop_ICON_obsolete_idx_<db_type>.sql script, modify the script by commenting out the indexes that you use. Execute the modified drop_ICON_obsolete_idx_<db_type>.sql script to delete all other indexes that you do not use.

       7. For Genesys Info Mart 7.6 environments, MergeUpgrade_1_<db_type>.sql

  6. Verify that the GSYSPurge80 procedure has been set up appropriately for your deployment.

     1. Review parameter settings in the G_DB_PARAMETERS table in IDB. In particular, ensure that the value of the transaction size parameter (SECT column = 'GSYSPurge80', OPT column = rowspertransaction, VAL column = <transaction size>) is suitable for your deployment. Starting with release 8.0.000.35, if a value for rowspertransaction is not already stored when the GSYSPurge80 procedure executes, the GSYSPurge80 purge procedure sets a default transaction size of 200000 rows and stores the corresponding record in the G_DB_PARAMETERS table.

     2. If purge parameter settings are not suitable for your deployment, update the G_DB_PARAMETERS table as required. You can make the changes manually or you can use an optional Interaction Concentrator stored procedure, svcUpdateDBParameters, provided in the Wrapper_for_<ver>_<db_type>.sql script, where <ver> refers to the release-specific version of Interaction Concentrator. For example, for Interaction Concentrator 8.0.000.42, it is in the script Wrapper_for_80042_<db_type>.sql.

  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 8.0. For more information, see the chapter about attached data in the Interaction Concentrator 8.0 User’s Guide.

     2. Copy your file to replace the one in the folder where you deployed ICON 8.0.000.42.

  8. If necessary, modify configuration settings in the 8.0.000.42 ICON Application, as required for your deployment.

     If you are deploying Interaction Concentrator in an environment with Genesys Info Mart 8.0, or you plan to use Genesys Info Mart 8.0 in the future, review the Genesys Info Mart 8.0 documentation to identify any required settings.

  9. Use SCI to start ICON.

  10. Check the log for errors to verify that ICON 8.0.000.42 runs properly.

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

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

• Interaction Concentrator 8.0 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 8.0 Physical Data Model for each supported RDBMS provides database schema with table and field descriptions for a particular IDB.

• Framework 8.0 Combined Log Events Help describes log events generated by every Genesys server application, including Interaction Concentrator.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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

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