OCS, Proactive Routing... & ICON/InforMart

Administration
1

Looking for some advice here… :smiley:

We have 4 different ICON instances setup - 1 for Voice, 1 for Config, 1 for eServices, and 1 for OCS.

The eServices instance is connected to the dummy Interaction Server application object (as per the docs) and is providing reporting on our inbound email delivery.

The OCS instance is connected to OCS, and is collecting data on OCS / Outbound calling.

But where does Proactive Outbound Email fit into this?!

The interactions are submitted to IXN by OCS, then sent by EmailServer, so they sit across both types of data… but the OCS instances does not know about IXN, and the eServices instance does not know about OCS, and is not configured of role “gos”.

Given this specific configuration, what changes would you make to the configuration of ICON in order to capture Proactive Routing events properly? Ideally I want them to be identical to Outbound Voice events, but with a distinguishabel media type…

2

Hi JTL,

as far as i understand you must connect the ICON with the TServer that will handle the interaction.

so my guess is that you should connect to the IXN, can you test and let us know?

cheers,

3

i think the one which you will able to capture is events on interaction queue. Don’t know why, but there is no events in ocs icon and no enough data in facts tables (probably because of no agents involved into processing).