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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: WS on March 09, 2016, 11:23:19 PM

Title: OCS and ICON
Post by: WS on March 09, 2016, 11:23:19 PM

I want to create a load share and redundant architecture for ICON in our environment .

There would be 2 ICON for voice and outbound which that would be sharing load and OCS and Tservers would be distributed between them . There would be a redundant pair of ICON with exact same configuration as original pair.

Now let's say OCS 1 is connected to Tsvr 1 ,Tsvr 2 . If i add OCS 1 and TSvr 1 to ICON 1 and Tsvr 2 to ICON 2 ,what would happen ?

For a call initiated by OCS 1 and handled by Tsvr 2 and routed to agent on Tsvr2. Where the outbound data would get stored  and where the CTI data would get stored ?

For a call initiated by OCS 1 and handled by Tsvr 2 and routed to agent on Tsvr1. Where the outbound data would get stored  and where the CTI data would get stored ?

Title: Re: OCS and ICON
Post by: Tambo on March 10, 2016, 03:13:59 PM

??????
For a call initiated by OCS 1 and handled by Tsvr 2 and routed to agent on Tsvr1

how? why? how does Tsrv2 handle agents on Tsrv1 ?

Title: Re: OCS and ICON
Post by: cavagnaro on March 10, 2016, 06:01:50 PM

Why on earth complicate your life like that? If you have ISCC routing then your architecture design for reporting should also cover that, don't do experiments like that. Just associate all used components so you don't miss data.

Title: Re: OCS and ICON
Post by: WS on March 10, 2016, 06:58:03 PM

For a call initiated by OCS 1 and handled by Tsvr 2 and routed to agent on Tsvr1

For a campaign managed by OCS of Geo 1 and outbound call initiated by TServer of Geo 1 ,customer would like the call to be directed to other Geo locations as well based on thresholds.So they may be routed to a agent on Tserver of Geo 2.

Ideally a OCS and all it's associated T server /SIP server should be part of one ICON DB .My question is what happens if not .How data would appear in tables like gox_chain_call which shows association of CTI and outbound data ?

Title: Re: OCS and ICON
Post by: Fra on March 14, 2016, 11:14:48 AM

[quote author=WS link=topic=9413.msg42625#msg42625 date=1457565799]
I want to create a load share and redundant architecture for ICON in our environment .

There would be 2 ICON for voice and outbound which that would be sharing load and OCS and Tservers would be distributed between them . There would be a redundant pair of ICON with exact same configuration as original pair.

Now let's say OCS 1 is connected to Tsvr 1 ,Tsvr 2 . If i add OCS 1 and TSvr 1 to ICON 1 and Tsvr 2 to ICON 2 ,what would happen ?

For a call initiated by OCS 1 and handled by Tsvr 2 and routed to agent on Tsvr2. Where the outbound data would get stored  and where the CTI data would get stored ?

For a call initiated by OCS 1 and handled by Tsvr 2 and routed to agent on Tsvr1. Where the outbound data would get stored  and where the CTI data would get stored ?
[/quote]

I suggest you go through the Topology Diagrams section of the GIM 8.1 Deployment guide: it covers the ICON / GIM architectures supported including HA models.

Fra