Setting up multimedia to feed ICON

[eugene]

Hello, is there something I'm overlooking?  I have Genesys Multimedia 7.5 setup in my test lab and am struggling with pumping email interactions into ICON.  In order to get multimedia interactions starting inserting into ICON would it not just be a matter of adding a connection from ICON's connection tab with Multimedia's Interaction Server application?  Is there some other minor configuration I'm overlooking? 

Running Genesys Multimedia 7.5 with ICON 7.5.

Eugene

[tony]

Each instance of ICON requires it's own, separate Tables, through an SQL set up on the db.
Also, there is an .xml file you need to apply, if you want to use/show attached user data.
You need DAP's all over the place, too...

Does my Rough Guide... help...? Otherwise, I'll have a go at documenting a typical install.

Actually - that's not a bad idea - how about I document a typical install for each Solution...?

Tony

[cavagnaro]

Wo! That would be priceless! Something basic to show the how to go on! I'm not speciallist on all Genesys products but will be glad to help with OCS for example. Maybe we can even see detailed items for each kind of PBX VEry cool idea Tony!

[eugene]

Hi Tony, I have ICON and the xml file setup for userdata no problem.  I have no issue from a voice domain, ICON connected to the tservers.

However, now my next adventure was to try and get multimedia solution into InfoMart, but am just struggling with the configuraiton of even getting the interactions into ICON. 

I've asked Genesys Support and they confirmed that I would just need another instance of ICON and IDB.  So I've setup separate instances of ICON/IDB and tried their documentated configuration.  Adding Interaction Server to the 2nd ICON instance's connection tab. 

No luck, in looking at the logs it doesn't even seem ICON tries to register the Interaction Server client nor vice versa.

This should be pretty straightforward, but not sure where my issue is.  I'll keep you guys posted if i somehow get past this part.

[tony]

I'll check our config when I get a chance and see if there is anything else you might need to configure.

Tony

[tony]

OK - we have 2 instances but only one configured to run against Infomart... and that is the voice component, not MM...

However, looking at that MM components, there are 2 instances of ICON to support MM - one for CFG and the other specific to the MM Channel (in our case - email) and 1 DAP, for connection to the db instance, specifically installed for the MM version of ICON.

Here's what I know/can see;

Connections for the ICON for Email (ICONE): Interaction Server and the standard ICONE DAP.
Connections for the ICON for CFG (ICONC): Message Server and the standard ICONC DAP.

Suggestions;

Check Ports in Application Settings/Start Up Strings; in case you are using 2 x ICON with the same port on the same physical server.
Check DAPs; in case you are connecting to the same instance of the ICON db for both ICON installations. the ICONE needs to connect to it's own singular instance of the ICONE db.
Check ICONE XML: The ccon_adata_spec.xml file must be updated to map your new ICON MM objects and must be co-resident in the same folder as the running instance of your ICON for MM executable command.
Check Infomart Options: Section called optional_tables must contain "TRUE" against the specific object types you are collating (GVP, VQ's, etc.)
Check Infomart XML: The ccon_adata_spec_GIM.xml must be updated to map your new ICON MM objects and must be co-resident in the same folder as the running instance of your Infomart executable command.

I'm sure there's a shed-load more be these are off the top of my head...

Tony

[eugene]

Hey Tony, I've finally figured it out!!!  This was seriously painful and agonizing because it's so simple, yet Genesys made it so darn hard and convoluted because of their software deficiencies. 

I guarantee you'll run into this same issue when you implement your 2nd ICON instance to support MM.  Wanna take some guesses before I reveal?

Eugene

[tony]

DAP's? Connections to other Sources in the Connections tab?  Identification of the ICON source within the Informart Application?

... Or: I don't know! <gasp>

Tony

[eugene]

You were pretty close on the connection part.  Here's what I found and tried:

ICON does not support the Interaction Server application type. Instead, use the T-Server application type for Interaction Server. If, however, you already have Interaction Server installed and configured with the Interaction Server application type, you can use the following workaround instead to have ICON recognize it:

Created a fake application with application type T-Server in Configuration Server.
On the Server Info tab of this application, specify the same host and port as the real Interaction Server application that you have configured.
Designate the Multimedia switch that Interaction Server uses as a switch for the created application.
Add the created application to the Connections tab of the ICON application (instead of Interaction Server).
Restart ICON.
(ER# 64141869)

Found In:  7.5.000.12

Eugene

[eugene]

The fun continues.  So now getting email interaction into ICON is no issue.  The issue is now getting InfoMart to extract the email interaction through to staging then infomart. 

Has anyone gotten this to work and have developed multimedia reports from InfoMart?  Any feedback is appreciated.

Thanks,
Eugene