Database Integration User Guide
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297-2183-940
Nortel Contact Center Manager Database Integration User Guide Product release 6.0
Standard 5.05
September 2007
Nortel Contact Center Manager Database Integration User Guide
Publication number Product release: Document release: Date:
297-2183-940 6.0 Standard 5.05 September 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 PBX and Contact Center Manager Database Integration is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. *Nortel, the Nortel logo, the Globemark, IVR, Symposium and Contact Center Manager are trademarks of Nortel Networks. MYSQL is a trademark of MySQL AB.
Contents 1
Getting started
7
New in this Release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About the Database Integration service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2
Understanding the Database Integration service
19
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Database Integration service functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using stored procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3
Using the Database Integration service for database access or TAPI integration Database Integration process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Configure the connection to the target database. . . . . . . . . . . . . . . . . Step 2. Start the Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . Step 3. Configure HDX and TAPI server connections. . . . . . . . . . . . . . . . . . Step 4. Configure database connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 5. Construct and test SQL statements . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 6. Accept or discard changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 7. Edit the Contact Center Manager scripts . . . . . . . . . . . . . . . . . . . . . .
A
Database Integration backup and restore
33 34 35 37 38 41 44 49 51
53
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Database Integration backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Database Integration restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
B
Sample: Using the Wizard to connect to a database
57
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Database Integration User Guide
v
Contents
Standard 5.05
Connecting the Database Integration service to a MySQL database . . . . . . . 59
C
Troubleshooting
65
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Troubleshooting problems with database connections . . . . . . . . . . . . . . . . . . 68
D
Sample: Using SKILLSET data types
71
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Using HDX commands with SKILLSET data types in the Wizard . . . . . . . . 73
Index
vi
79
Contact Center Manager
Chapter 1
Getting started In this chapter New in this Release
8
Overview
10
About the Database Integration service
11
How to use this guide
12
Skills you need
13
Related documents
14
How to get help
17
Database Integration User Guide
7
Getting started
Standard 5.05
New in this Release The following sections detail what is new in Nortel Contact Center Manager Database Integration User Guide for release 5.05.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Stored procedures” on page 8
“SEND REQUEST command” on page 8
Stored procedures The Database Integration service for Release 6.0 introduces support for stored procedures. Stored procedures are precompiled sets of SQL statements that are created in and stored on the database server. Stored procedures affect the following section:
“Using stored procedures” on page 28
SEND REQUEST command Additional functionality was added to the SEND REQUEST command. With this additional functionality, you can use the SEND REQUEST command to read data from TAPI. The SEND REQUEST command affects the following section:
“Interaction with script commands” on page 23
Other changes See the following sections for information about changes that are not featurerelated:
8
“Using a question mark (?) to represent an unknown parameter” on page 9
“SQL queries and GET RESPONSE timeout” on page 9 Contact Center Manager
September 2007
Getting started
Using a question mark (?) to represent an unknown parameter Information was added to explain the use of a question mark as a parameter symbol as well as an explanation of how it works when you pass multiple parameters with a SEND REQUEST command. For more information, see “SEND REQUEST” on page 24. SQL queries and GET RESPONSE timeout You must check any SQL queries to ensure that they do not require an excessive amount of time to execute. The section “GET RESPONSE” on page 25 was updated to include information about checking SQL queries and increasing the default timeout value of the GET RESPONSE command.
Database Integration User Guide
9
Getting started
Standard 5.05
Overview Introduction You can use the Database Integration service to exchange call data between Contact Center Manager scripts and any Open Database Connectivity (ODBC) compliant database, and to attach script data to a call using Nortel TAPI server. Contact Center 6.0 introduces native support for multimedia contacts in addition to voice calls. The Database Integration service supports multimedia contacts as well as voice. For example, it can look up information in a database associated with an e-mail message that is being routed to an agent. You use the Database Integration Wizard to configure the Database Integration service.
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Contact Center Manager
September 2007
Getting started
About the Database Integration service The Database Integration service is a Contact Center Manager service that performs four major functions. You can use the Database Integration service to:
perform database lookups and place the information in a Contact Center Manager script
perform database modifications
retrieve data from the TAPI server and place the information in a Contact Center Manager script
attach data to a call using a Contact Center Manager script
The Database Integration service allows you to do this without custom interface programming.
Database Integration User Guide
11
Getting started
Standard 5.05
How to use this guide The Database Integration User Guide provides information about the configuration of the Database Integration service for Contact Center Manager. The guide includes details about:
12
the Database Integration service
using the Database Integration Wizard to configure the Database Integration service
troubleshooting the Database Integration service
an example of the general process used to connect the Database Integration service to a sample database
Contact Center Manager
September 2007
Getting started
Skills you need Introduction This section describes the skills and knowledge you need to use this guide effectively.
Nortel product knowledge Knowledge of, or experience with, the following Nortel products is useful when administering the Database Integration service for Contact Center Manager:
Contact Center Manager
Contact Center Manager scripting
Host Data Exchange (HDX) server
Computer experience or knowledge Knowledge of, or experience with, the following products and concepts is helpful when administering Contact Center Manager Database Integration:
client/server architecture
Microsoft Windows Server 2003, Advanced Server, Microsoft Windows 95, Windows 98, Windows NT Workstation 4.0, Windows 2000 Professional, and Windows XP
Other experience or knowledge Other types of experience or knowledge that can be useful include:
database management
TAPI programming
Open Database Connectivity (ODBC)
troubleshooting
Database Integration User Guide
13
Getting started
Standard 5.05
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-903
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
297-2183-931
Contact Center Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
14
297-2183-935
297-2183-212
Contact Center Manager
September 2007
Getting started
For information about Refer to
NTP number
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance
Database Integration User Guide
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
15
Getting started
Standard 5.05
For information about Refer to
NTP number
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
297-2183-930
Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Contact Center Manager Database Integration User Guide
297-2183-940
Networked contact center
Contact Center Manager Network 297-2183-932 Control Center Administrator’s Guide
Administering contact centers
Contact Center Manager Administrator’s Guide
Supervising contact centers
Contact Center Manager Supervisor’s 297-2183-928 Guide
Handling contacts
16
Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-927
Contact Center Historical Reporting and Data Dictionary
297-2183-914
Contact Center Agent Desktop User Guide
297-2183-945
Contact Center Manager
September 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Appendix C, “Troubleshooting.”
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Database Integration User Guide
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Getting started
Standard 5.05
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to following Web site to obtain the phone number for your region: www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
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Chapter 2
Understanding the Database Integration service In this chapter Overview
20
Database Integration service functionality
21
Using stored procedures
28
Database Integration User Guide
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Understanding the Database Integration service
Standard 5.05
Overview The Database Integration service is a Contact Center Manager service that performs four major functions. It allows you to:
perform database lookups and place the information in a Contact Center Manager script
retrieve data from the TAPI server and place the information in a Contact Center Manager script
perform database modifications
attach data to a call using a Contact Center Manager script
The Database Integration service allows you to do this without custom interface programming.
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Understanding the Database Integration service
Database Integration service functionality Introduction The Database Integration service is installed automatically as part of the Contact Center Manager installation. The Database Integration service runs as a Contact Center Manager service when it is enabled by a keycode. When the Database Integration service is started, it
registers as a service provider to the Host Data Exchange (HDX) service
registers with the Telephony Application Programming Interface (TAPI) server, if TAPI is enabled in the Database Integration Wizard, and connects to the database as required to run queries and procedures
Note: The connection to the database requires access permissions. Your Contact Center Manager Server Host Application Integration service and the Database Integration Wizard must use the correct context when connecting to the database. For further details, see “Ensuring you have the correct access permissions to the database,” on page 41. Use the Database Integration Wizard to configure the Database Integration service. The Database Integration service and the Database Integration Wizard use the Common Object Request Broker Architecture (CORBA) version of the HDX interface to communicate generically with external databases, TAPI servers, or both.
Interaction with the HDX HDX overview The HDX service maintains connections between registered third-party applications and Database Integration call processing. The following is an example of the call processing script functionality between the HDX service and a registered third-party application:
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Understanding the Database Integration service
Standard 5.05
1.
When the call processing script encounters an HDX script command (for example SEND INFO, SEND REQUEST, or GET RESPONSE), it packages the parameters into a message.
2.
The HDX service receives and queues the message. A registered third-party application can then use the HDX interface to retrieve the message.
3.
The service provider receives the message, unpacks the data it contains, and runs the specified service.
4.
If the specified service is a request, the request is run, and the results are packaged into a message that is then sent back to the HDX.
5.
When the HDX receives the message, it routes the data to call processing.
6.
Call processing receives the message, unpacks the data, and maps the values to the call variable parameters of the response script function.
For more information about scripting, see the Contact Center Manager Scripting Guide. Interaction of the Database Integration service with HDX The Database Integration service registers with HDX as a third-party application with a unique provider ID. The provider ID is a unique ID that identifies HDX applications to Contact Center Manager. Contact Center Manager scripts use provider IDs to identify HDX applications. After it is registered, the Database Integration service enables the exchange of data between the Contact Center Manager script and any Open Database Connectivity (ODBC) 3.51 compliant database. You also have the option to configure the Database Integration Wizard to register the Database Integration service with the TAPI server. After you use the TAPI server, you can attach data to a call. Use the Database Integration Wizard to configure the Database Integration service. For more information on the Database Integration Wizard, see “Configuring the Database Integration service using the Database Integration Wizard,” on page 23.
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The HDX provides a maximum of ten client application connections. A client application refers to an application written to interface directly with the Contact Center Manager script. The HDX service is the server that provides service to the third party client applications. The Database Integration Wizard is a client of the HDX service. Note: Although the Database Integration Wizard is installed coresident on the Contact Center Manager Server, the Wizard is a separate HDX client application and uses one of the ten available HDX connections. When the Database Integration Wizard is running, nine HDX client application connections are available. The HDX limit for the size of a data parameter is 80 bytes. When Contact Center Manager Database Integration is shut down, all the existing registrations are released, and the open connections to the Data Source Names (DSN) are closed.
Configuring the Database Integration service using the Database Integration Wizard Use the Database Integration Wizard to configure and test the following information for the Database Integration service:
the provider ID to be used to connect to the HDX
the support required for the TAPI connection (that is, whether to enable or disable support for TAPI)
the TAPI server Host Name or IP Address
the Interactive Voice Response (IVR) Port connections (if enabled)
the UserName and Password pair (if configured) for each system DSN configured on the server to be used by the Contact Center Manager Database Integration service
the Structured Query Language (SQL) statements configured for the DSNs
Interaction with script commands After you use the Database Integration Wizard to configure the Database Integration service, you can use call processing script commands for the HDX to integrate with the Host Application Integration (HAI) service.
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Understanding the Database Integration service
Standard 5.05
When a message is retrieved from the HDX, the system checks which type the message is:
SEND REQUEST/ GET RESPONSE is used for database access and for data retrieval from TAPI
SEND INFO is used for database access and for TAPI call data attachment
The first parameter of SEND REQUEST/SEND INFO is crucial to the operation of Database Integration Wizard. For SEND INFO, the first parameter indicates if TAPI call data attachment is to be performed or if database access is required. For SEND REQUEST, the first parameter indicates if TAPI is being invoked or if the request is for database access. For database access (SEND REQUEST or SEND INFO), the first parameter indicates the unique number of the SQL statement to execute. For these reasons, at least one parameter is required for SEND REQUEST and SEND INFO. SEND REQUEST You can use the SEND REQUEST command to retrieve information from a database or from TAPI. The first parameter of the SEND REQUEST command indicates if the target is database access or TAPI. If the first parameter is %TAPI%, then the data is requested from TAPI. SEND REQUEST DIW_PROVIDER_ID "%TAPI%", DATA 1
Otherwise, the parameter is checked to see if it corresponds to the SQL statements that you construct using the Database Integration Wizard. If a corresponding SQL statement is found, the statement is selected for execution on a DSN. When statements are stored, they are associated with particular DSNs. If a connection does not exist for the particular DSN, a connection is enabled for it. Connections are maintained for as long as the service is running. The remaining parameters of SEND REQUEST populate the unknown parameters of the SQL statement (up to nine parameters can be used). The unknown parameters are identified by a question mark (?) in the SQL statement identification. Where multiple unknown parameters exist, there is a question mark (?) for each unknown parameter in the SQL statement. The HDX request must send a parameter for each of the question marks encountered in the SQL statement. Each question mark is replaced, in order, by the parameters in the HDX request as they are encountered. The type of each request parameter should match the data type of the SQL data field. 24
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Syntax example: SEND REQUEST
HAI_AppID HAI_SQLNO_cv, CLID
In this example, the SQL statement number referenced in HAI_SQLNO_cv is executed. This statement expects a single parameter (that is, it has a single ?), which is replaced by the CLID of the call when the statement is executed. GET RESPONSE All request messages are accompanied by a GET RESPONSE message. The first parameter of the GET RESPONSE message indicates the status of the SQL statement execution. Returned data from the statement execution populates the remaining message parameters. All remaining parameters of the GET RESPONSE message default to NULL, which is represented within the script as a blank value for a string and a zero for an integer. The first parameter of the GET RESPONSE is reserved as a string variable for storing the status of the SQL execution. The returned value is one of the following:
SUCCESS, the SQL statement was executed successfully.
FAILED, the SQL statement failed to execute. You must examine the log files to determine the reason for failure. For example, attempting to execute an invalid SQL statement results in a FAILED operation.
NODATA, the SQL statement is of type SELECT; however, no data was returned.
The returned data is packaged in a service completion message that is passed back to the HDX. If the GET RESPONSE command returns data from a CCT/TAPI application, each piece of data must be separated by a RECORD_SEPARATOR, defined as follows: #define RECORD_SEPARATOR 0x1E This ensures that each piece of data can be supplied separately in the GET RESPONSE command. A GET RESPONSE message returning data from a CCT/TAPI application has a returned value of one of the following:
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Understanding the Database Integration service
SUCCESS
FAILED
NODATA
Standard 5.05
You must check any SQL query configured in the Database Integration Wizard to ensure that it does not take an excessive amount of time to execute. By default, the GET RESPONSE command waits 10 seconds for the query to execute before it times out. If the GET RESPONSE command times out, the script continues without the response. Depending on the nature of the query, calls may not be handled properly. If an SQL query takes longer than 10 seconds to execute, you can do one of the following:
Optimize the SQL query so that it takes less time to execute (for example, rewrite the query or use stored procedures).
Use the optional TIMER parameter of the GET RESPONSE command to increase the timeout value.
Syntax example: GET RESPONSE HAI_AppID HAI_SQLRESP_cv, HAI_AGENTID_cv
In this example, the executed SQL statement is expected to return a single piece of information, namely the ID of an agent. This can be used for direct queuing to a preferred agent. The status of the SQL execution is stored in the STRING call variable HAI_SQLRESP_cv. It is expected that the script writer checks the status of execution and only uses the information if the response indicates SUCCESS. SEND INFO The SEND INFO command can access script and call data, and attach the data to a call by using TAPI. The first parameter of the SEND INFO request identifies whether the target is database access or TAPI. If the first parameter is %TAPI%, the remaining parameters are attached to the call using the IVR/CallData interface provided by TAPI. When attached to the call in TAPI, each data parameter is separated by a RECORD_SEPARATOR.
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Understanding the Database Integration service
If the first parameters is not %TAPI%, the SEND INFO command is for database access. In this case, the first parameter is the numeric identifier of the SQL statement that you want to run. The numeric identifier can identify an SQL statement (such as UPDATE) that does not return data to Contact Center Manager. The same principles discussed for SEND REQUEST apply to SEND INFO when it is being used for database access. The following sample Contact Center Manager scripts illustrates both usages of SEND INFO. Example 1: SEND INFO for database access /* Execute SQL statement number 5 passing the current callid as parameter */ ASSIGN 5 TO HAI_SQLNO_cv ASSIGN "%CALLID%" TO HAI_CALLID_cv SEND INFO provId HAI_SQLNO_cv, HAI_CALLID_cv
Example 2: SEND INFO for TAPI access /* Attach the text 'abandoned' to the call */ ASSIGN "%TAPI%" TO HAI_STRING_cv ASSIGN "ABANDONED" TO HAI_DATA_cv SEND INFO provId HAI_STRING_cv, HAI_DATA_cv
The previous examples illustrate scripts where the HAI service performs a single action on a call being processed by a script. Often, multiple HAI service actions are performed sequentially in the script for a single call. Caution is required when the result of one action is dependent on a previous action having been completed fully. It is possible for the new action to be processed before the previous action is complete. You must change the following registry keys to allow for sequential execution of script commands: \\HKEY_LOCAL_MACHINE\\SOFTWARE\\Nortel\\ICCM\\HAI\\Threads \\WorkerThreads value=1 \\HKEY_LOCAL_MACHINE\\SOFTWARE\\Nortel\\ICCM\\HAI\\Threads \\WorkerThreadsSleep value=60
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Understanding the Database Integration service
Standard 5.05
Using stored procedures Introduction The Database Integration service in Contact Center Manager 6.0 supports the use of stored procedures on the database server. Stored procedures are precompiled sets of SQL statements that are created in and stored on the database server. The Database Integration Wizard invokes stored procedures by using conventions that are appropriate to the database vendor.
Creating stored procedures You can create stored procedures on the database server by using database server software. For instructions about how to create stored procedures, consult your database vendor documentation. Standards and database vendors
28
Database vendor
Standard
MySQL 5.0 (or later)
SQL:2003 syntax
DB2
SQL:2003 syntax
Microsoft SQL Server
T-SQL
Sybase
T-SQL
Oracle
PL/SQL
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Understanding the Database Integration service
Using stored procedures in the Database Integration Wizard To use stored procedures in the Database Integration Wizard, you must perform the following tasks:
Configure and test the stored procedure in the Database Integration Wizard for execution. For details about configuring and testing stored procedures for execution, see “To test an SQL statement or stored procedure,” on page 46.
Note: The command syntax and parameter passing convention that you use to invoke a stored procedure must be compatible with the command syntax of the database server software.
Use the appropriate HDX commands in your script to invoke the stored procedure depending on whether the stored procedure returns data. For details, see “Step 7. Edit the Contact Center Manager scripts” on page 51.
Notes:
For stored procedures that return data, use SEND INFO to invoke execution of the stored procedure and then use SEND REQUEST/ GET RESPONSE to retrieve the data. For stored procedures that do not return data, use SEND INFO to invoke the procedure.
ATTENTION
The Database Integration Wizard supports a maximum of only 9 data items. If your stored procedure returns more than 9 data items, only the first 9 data items are available for the script.
To create and invoke a stored procedure using the Database Integration Wizard Note: This procedure uses the example of a stored procedure created in MySQL 5.0 (or later). 1
Create a table in the MySQL table editor.
2
Create a stored procedure using MySQL. Example:
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Understanding the Database Integration service
DROP PROCEDURE
Standard 5.05
sp_GetCustomer;
delimiter | CREATE PROCEDURE sp_GetCustomer(IN __uri VARCHAR(45), OUT __first VARCHAR(45), OUT __last VARCHAR(45) ) BEGIN SELECT FirstName, LastName INTO __first, __last FROM test.customers WHERE URI = __uri ; END delimiter ; 3
Test the stored procedure using the MySQL test tool. Example: CALL sp_GetCustomer("[email protected]", @a, @b); SELECT @a, @b;
4
Configure the Database Integration Wizard with DSN access. For details, see Chapter 3, “Using the Database Integration service for database access or TAPI integration.”
5
Construct your SQL statements using the Database Integration Wizard. For details, see “Step 5. Construct and test SQL statements,” on page 44.
6
Write and activate the script. Example: /* SQLNO 3 is the number of the stored procedure as seen in the Wizard */ ASSIGN 3 TO HAI_SQLNO_cv ASSIGN "[email protected]" TO HAI_FROMADDRESS_cv SEND INFO HAI_AppId_gv HAI_SQLNO_cv, HAI_FROMADDRESS_cv SEND REQUEST HAI_AppId_gv HAI_SQLNO_cv
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GET RESPONSE HAI_AppId_gv HAI_SQLRESP_cv, HAI_string01_cv, HAI_string02_cv
Using Complex SQL statements in Microsoft SQL Server Executing an SQL statement when the database is set to return the number of rows affected by that Transact-SQL statement or stored procedure can return invalid results as the number of rows affected is returned as part of the result set. Use the SET NOCOUNT ON setting to prevent the count of the number of rows affected, thus ensuring that the SQL statement executes successfully.
Guidelines for using stored procedures in the Database Integration service When using stored procedures, note the following guidelines. Using stored procedures that support SELECT...INTO only When you use stored procedures that support only the SQL construction of SELECT... INTO, invoke the procedures in the following order:
SEND INFO, to invoke the stored procedure
SEND REQUEST/ GET RESPONSE, to retrieve the data put into the variables by using the SQL construction of SELECT...INTO
Note: The threading model in HAI can make the system process the SEND INFO and SEND REQUEST commands in the wrong order. If this happens, the script receives invalid data. To guarantee the order of the commands, set the value of the following registry key to 1: HKEY_LOCAL_MACHINE\SOFTWARE\NORTEL\ICCM\HAI\Threads The default setting has two worker threads, which provides faster performance but does not guarantee order of execution. If you adjust the worker thread setting, you must also adjust the sleep timer setting (as described on page 27). The default value for the sleep timer is 120.
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Using stored procedures in Oracle When a stored procedure must return data to the script, the stored procedure must have the data available in a form that can be retrieved by HAI. The data must be available to populate the parameters of a GET RESPONSE request. Some databases support output parameters where the data is returned in parameters when the procedure is called. This data is not available to HAI and this type of stored procedure is not directly supported by HAI. For example, parameters can be identified as OUT in Oracle. The data passed in the OUT parameter cannot be retrieved by HAI. Using “= null” versus “is null” in Sybase The usage of ‘= null’ instead of ‘is null’ in Sybase can cause failure to receive data. To correct this issue, use the DSN Advanced configuration window to set Initialization String to SET ANSINULL OFF by using the procedure below: 1
Click Start > All Programs > Administrative Tools > Data Sources (ODBC) Result: The ODBC Data Source Administrator window opens.
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2
On the System DSN tab, select Sybase DSN.
3
Click Advanced.
4
In the Initialization String box, set the Initialization String to SET ANSINULL OFF.
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Chapter 3
Using the Database Integration service for database access or TAPI integration In this chapter Database Integration process overview
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Step 1. Configure the connection to the target database
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Step 2. Start the Database Integration Wizard
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Step 3. Configure HDX and TAPI server connections
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Step 4. Configure database connections
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Step 5. Construct and test SQL statements
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Step 6. Accept or discard changes
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Step 7. Edit the Contact Center Manager scripts
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Database Integration process overview The following list provides an overview of the Database Integration process. The list includes the procedures you can perform by using the Database Integration Wizard, and the procedures you must perform before and after you use the Wizard.
Configure the connection to the target database
Start the Database Integration Wizard.
Configure HDX connections.
Configure database connections. Note: Database connections are necessary only when UserName and Password pairs are configured on the database for the DSN.
Construct and test the SQL Statements for execution on each DSN, and note the parameters required and the SQL numerical identifier for the statements.
Accept or discard the changes.
Edit the Contact Center Manager scripts.
The sections that follow provide detailed information about procedures used in the Database Integration process.
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Step 1. Configure the connection to the target database Introduction Before you use the Database Integration Wizard to configure the Database Integration service, you must configure the connection to the target database by completing the following tasks:
Install and configure the client drivers (if applicable).
Configure the system DSNs.
To install and configure client drivers You must install and configure the software and drivers to enable connection to the external database that you want to access. You can test the database connectivity and the data access capability using the tools and techniques provided by the database vendor.
To configure the system DSNs The system DSNs that you want the Database Integration Wizard to use must be configured in Contact Center Manager before you run the Wizard. You can use the ODBC Data Source Administrator to configure the system DSNs. 1
On the Windows start menu, click Control Panel > Administrative Tools >Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears, containing all information pertaining to ODBC configuration for the server.
2
Click the System DSN tab. Result: A list of all the System DSNs configured on the server appear.
3
Click Add. Result: The Create New Data Source window appears, listing all the ODBC drivers present on the server.
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Select the appropriate driver, and then click Finish. Result: A driver-specific setup box appears. Note: If the driver you need is not present, install it using the driver’s setup program.
5
Set the Data Source Name and a description for the DSN. Result: The chosen DSN appears in the Contact Center Manager Database Integration Wizard to configure user details.
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6
Configure the remaining fields to allow successful connection to the database.
7
Click OK.
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Step 2. Start the Database Integration Wizard To start the Database Integration Wizard 1
Click Start > All Programs > Nortel Contact Center > Manager Server > Database Integration Wizard. Result: The Database Integration Wizard introductory window appears. Note: The Database Wizard warns you that DSNs must be configured before you run the Wizard.
Attention: If the database requires Domain User authentication instead of database integral user accounts, then the user context running the Database Integration Wizard must be compatible with the assigned database permissions. If the user context and permissions are not compatible, you cannot connect to the database. For details, see “Ensuring you have the correct access permissions to the database,” on page 41. 2
Click Next to proceed to Step 3 - Configure HDX and TAPI server connections. Result: The Configure HDX and TAPI Server Connections appears.
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Step 3. Configure HDX and TAPI server connections Introduction You can use the Configure HDX and TAPI Server Connections window to configure and test the provider ID that is used to register the Database Integration service with HDX. A single provider ID is used for both database access and TAPI connectivity.
Note: It is good practice to define the provider ID as a global variable in Contact Center Manager. If the provider ID is changed, the script does not have to be recompiled to pick up the new value.
To configure HDX connections In the HDX Connection section, set and test the connection as follows:
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Using the Database Integration service for database access or TAPI integration
In the Provider ID box, type the provider ID that is used to register the Contact Center Manager Database Integration service with HDX. A provider ID of 0 is invalid. Note: The provider ID is required in the Contact Center Manager script to identify the appropriate provider to which it sends information. Each HDX application must have a unique ID that identifies it to Contact Center Manager. No two applications at the same site can have the same provider ID. The HDX application passes the provider ID to the target server in an attempt to register with the target server software. The developer of the HDX application chooses the provider ID for the application.
2
Click Test Connection. Result: The connection to HDX is tested, and the test results appear in the Test Output and Result box. Note: If you receive an error, refer to Appendix C, “Troubleshooting.”
TAPI server connections By default, the TAPI configuration section of the window is disabled until you click the Configure Tapi connection checkbox. If you do not need to integrate with a TAPI server, you can leave the TAPI server connections fields empty and proceed to the Configure Database Connections window. If you need to integrate with a TAPI server, you must use the Configure HDX and TAPI Server Connections window to set and test the TAPI server host name or IP address, and to set the port number to be used for connection to the TAPI server. You can also use this window to test the connection to the TAPI server. Note: The Database Integration Wizard does not support data attachments to open queue contacts. Open queue contacts are multimedia contacts inserted by Contact Center Multimedia.
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To configure and test the TAPI connection In the TAPI Connection section, you can set and test the connection to the TAPI server. Note: Before performing this configuration, a TAPI server must be operational on the network. You must know the TAPI server host name or IP address and the port configured in TAPI for the IVR/CallData interface. Consult your TAPI configuration and TAPI documentation for further information. To set and test the TAPI connection: 1
Ensure that the Configure Tapi connection checkbox is checked. Result: The TAPI Server HostName box and the IVR Port box are enabled.
2
In the TAPI Server HostName box, type the TAPI Server HostName or IP address.
3
In the IVR Port box, type the port number of the IVR/CallData interface. Note:
4
This port is usually configured for port 5000. However, TAPI configuration allows any port to be specified. Consult your TAPI configuration to determine the actual port.
If the TAPI is coresident with Contact Center Manager Server, ports 5000-5010 are not available for use. You must select another port outside of the 5000-5010 range.
Click Test Connection. Result: The connection to the TAPI Server is tested, and the test results appear in the Test Output and Result box. Note: If a failed condition is reported in the Test Output and Result box, check that the TAPI Server HostName and IVR port match the target TAPI server. If required, correct the configuration information and test it again. If the failure persists, ensure that the TAPI Server HostName is accessible and that the IVR port is correctly registered on the TAPI server.
5
Click Next to proceed to Step 4 - Configure database connections. Result: The Configure Database Connections window appears.
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Step 4. Configure database connections Introduction You can use the Configure Database Connections window to configure and test the database connection details. The Configure Database Connections window displays, in a tree view, the Contact Center Manager system DSNs that are currently configured on the server. You can configure the UserName and Password pair for each DSN connection. This configuration is required only if implemented in the database and the DSN. Note: The password is not visible in the window when you type it. The settings are encrypted and stored in the Windows’ registry. You can test the connections individually using the test connection control. The results appear in the Test Output and Result box.
Ensuring you have the correct access permissions to the database The connection to the database requires access permissions. For example, if the database security is configured to use its own integral user accounts, then a user can be specified in the Database Integration Wizard and the ODBC Data Source Name (DSN). However, if the database security is configured for Domain or Workgroup authentication, then the Contact Center Manager Server Host Application Integration Service and the Database Integration Wizard need to use the correct context when connecting. The Database Integration service runs by default in the local system context and therefore does not have access permissions to the database on another server in the customer network using Domain or Workgroup authentication.
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To enable access, follow one of the recommendations below: 1.
Use Local or Domain Policy to assign permissions to the Local System context of the Contact Center Manager Host Application Integration Service.
2.
Configure the Contact Center Manager Host Application Integration Service to start with the/<User> context with the appropriate permissions.
3.
Configure the database permissions for the Contact Center Manager Server computer access context.
Contact your Customer Network Administrator or your Database Administrator for further information about configuring the correct access permissions for connection to the database.
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To configure database connections
In the Configure Database Connections window: 1
Select the DSN from the tree view.
2
In the UserName box, type the UserName for the selected DSN.
3
In the Password box, type the Password for the selected DSN.
4
Click Test Connection. Result: The connection test results appear in the Test Output and Result box. Note: If a failed condition is flagged in the output text box, check the test data and correct it as required. If that does not resolve the problem, refer to “Ensuring you have the correct access permissions to the database,” on page 41 or Appendix C, “Troubleshooting.”
5
Click Next to proceed to Step 5 - Construct and test SQL statements. Result: The Construct SQL Statements window appears.
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Step 5. Construct and test SQL statements Introduction You can use the Construct SQL Statements window to construct SQL statements and to test SQL statements and stored procedures.
In the SQL Statements section of the window, the system DSNs configured on the server appear in a tree view. You can configure the SQL Statements for execution on each DSN. The configured statements are stored in the registry and can be tested individually using the Test Execute control. The test results appear in the Test Output and Result box. SQL statements are assigned a unique and visible reference number when added to the system. This reference number is used in the script to specify which SQL statement to invoke. There is no limit to the number of statements that can be added.
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Getting access to CALLIDs and NODEID The Contact Center Manager Database Integration service interrogates the value of each parameter passed in the SEND INFO or SEND REQUEST/ GET RESPONSE message, and translates the specific text strings to their numeric value available in the call processing script. The supported translations are %CALLID%
The Call ID of the call being processed by the script.
%HELDCALLID%
The Held Call ID of the call being processed by the script.
%NETWORKCALL The Network Call ID of the call being processed by the ID% script. %NODEID%
The Node ID of the call being processed by the script (only supported with DMS). The Node ID is the ID of the DMS switch system.
%TIME%
The time when the message was created and sent. The time is represented in UNIX format (the number of seconds elapsed since midnight (00:00:00), January 1, 1970.
Note: Only %CALLID% and %TIME% are valid for multimedia contacts. The call processing script populates a string variable with the translation text string. The variable is passed as a parameter in the SEND REQUEST / SEND INFO message. The actual value of the data is inserted as a replaceable parameter in the SQL statement for execution. The following sample illustrates the passing of the actual Call ID to an SQL statement: ASSIGN "%CALLID%" TO HAI_CALLID_cv SEND REQUEST provId HAI_SQLNO_cv, HAI_CALLID_cv GET RESPONSE provId HAI_STATUS_cv, HAI_DATA_cv
The SQL statement takes the following form: SELECT data FROM table WHERE field = ? Database Integration User Guide
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To test an SQL statement or stored procedure In the SQL Statements section of the window, you can test an SQL statement or stored procedure as follows: 1
In the Edit statement here box, type the SQL statement or the stored procedure. Note: The statement should contain valid sample data for variable parameters.
2
From the tree view, select the DSN.
3
Click Test Execute. Result: The results of the execution appear in the Test Output and Result box. If the result is not successful, check the statement for errors, correct it as required, and then test it again. Note: This procedure may fail if you do not have the correct access permissions for the database. For details, see “Ensuring you have the correct access permissions to the database,” on page 41.
To add an SQL statement or stored procedure In the SQL Statements section of the window, you can add a statement or stored procedure as follows: 1
Test the statement using the procedure detailed in “To test an SQL statement or stored procedure,” on page 46.
2
If the test is successful, replace the variable parameters of the statement with question marks (?), and then click Add to add the statement to the DSN for later selection by the Contact Center Manager Database Integration service. Result: The statement appears in the tree as a child of the DSN. Note:
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Each SQL statement added is assigned a new and unique statement number that is visible in the Wizard. This number uniquely identifies a SQL statement and is passed by the script as the first parameter in the HDX statement (SEND REQUEST or SEND INFO). Because many SQL statements can be configured, the script command can specify which SQL statement to execute. Also, it means that many different SQL statements can be executed against a single call. Contact Center Manager
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In the SQL Statements tree view, SQL statements with a total length greater than 260 characters are truncated. The truncation is a visual limitation of the tree view only, and does not impact the usage and storage of long SQL statements. Specifically, a truncated SQL statement, when retrieved, contains the full statement. When you make and accept changes before closing the Wizard, the full statement is stored, rather than the truncated format.
To test an existing SQL statement or stored procedure In the SQL Statements section of the window, you can test an existing statement as follows: 1
From the tree, select the statement or stored procedure. Result: The statement appears in the Edit statement here box.
2
Edit the statement by replacing the question marks (?) with valid sample data.
3
Click Test Execute. Result: The results of the execution appear in the Test Output and Result box. If the result is not successful, check the statement for errors, correct it as required, and then test it again.
To update an SQL statement In the SQL Statements section of the window, you can update a statement as follows: 1
Select the statement from the tree. Result: The Add button is changed to the Update button, and the statement appears in the Edit statement here box.
2
Edit the statement.
3
Click Test Execute to test the statement.
4
If the test is successful, replace the variable parameters of the statement with question marks (?), and then click Update. Result: The statement is amended in the tree view.
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To delete an SQL statement or stored procedure In the SQL Statements section of the window, you can delete a statement or stored procedure as follows: 1
From the tree, select the statement.
2
Click Delete. Result: The statement is removed from the tree.
3
Click Next to proceed to Step 6 - Accept or discard changes. Result: The Complete window appears.
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Step 6. Accept or discard changes Introduction Use the Complete window to accept or discard the changes you make using the Wizard.
Note: This window notifies you that the changes made using the Database Integration Wizard can now be saved or discarded. It also prompts you to edit the Contact Center Manager scripts to make the functionality that was configured in the previous windows available to HDX.
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To accept the changes made and close the Wizard Click Finish. Result: All data configured by the Wizard is accepted, and the changes made are stored in the Window’s registry. The Contact Center Manager Database Integration service then queries the data from the registry.
Note: Any changes you make using the Wizard are saved when you click Finish in the Wizard’s closing window. When you use the Wizard to make changes to HDX and TAPI server connections while the Database Integration service is running, you must restart the service once you have made the changes.
To discard the changes made and close the Wizard Click Cancel. Result: The changes you made are discarded.
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Step 7. Edit the Contact Center Manager scripts When you complete the Contact Center Manager Database Integration configuration, you must edit the Contact Center Manager script to use the newly enabled functionality. Use a Contact Center Manager client to edit the Contact Center Manager scripts. The HDX scripting commands are added using the provider ID, the numerical identifier, and the parameters you identified when you configured your database connections. For more information about scripting, refer to the Contact Center Manager Scripting Guide.
To configure the Contact Center Manager script On the server in Contact Center Manager, configure and test the Contact Center Manager script as follows: 1
Create the call variables for passing data to, and for retrieving data from the database.
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Write and activate the script.
Note:
3
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Nortel recommends using a global variable rather than a call variable for the Application ID. In this example, the call variable is used for testing.
Use the return value from the database operation only if the operation was successful.
It is good practice to assign HDX variables a defined value before being used in a HDX command.
Test the script using physical calls. Ensure that the full required behavior is observed. If you do not see the required behavior, examine the trace files for the Database Integration Wizard.
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Appendix A
Database Integration backup and restore In this appendix Overview
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Database Integration backup
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Database Integration restore
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Overview The Database Integration Wizard backup and restore is not included in the Contact Center Manager backup and restore process. Nortel recommends that you perform manual backups on the current configuration, and that you refresh the backups after making changes using the Database Integration Wizard.
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Database Integration backup ATTENTION
The ODBC restore should be done only if the following conditions are met:
The server name/IP address are unchanged.
The ODBC configuration has not changed since the ODBC backup operation was performed.
If either of these conditions is true, a new backup must be performed.
To back up the configuration 1
Start Regedit.
2
Open the key HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HAI.
3
From the Registry Menu, select Export Registry File.
4
In the Export Registry File dialog box, type a suitable name and location for storing the configuration file.
5
Save the file.
6
Open the key HKEY_LOCAL_MACHINE\SOFTWARE\ODBC.
7
From the Registry Menu, select Export Registry File. Attention: You must only export the ODBC DSNs that were created for use with Database Integration Wizard. Some Contact Center Manager DSNs make reference to computer host name / IP address. If you export the entire ODBC folder and restore these DSNs after an IP address or host name change, the server may malfunction.
8
In the Export Registry File dialog box, type a suitable name and location for storing the ODBC configuration file.
9
Save the file.
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Database Integration restore To restore the configuration
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1
Start Regedit.
2
From the Registry Menu, select Import Registry File.
3
In the Import Registry File dialog box, select a previously saved HAI configuration file.
4
In the Import Registry File dialog box, select a previously saved ODBC configuration file.
5
Examine the data stored in HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HAI.
6
Examine the data stored in HKEY_LOCAL_MACHINE\SOFTWARE\ODBC.
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Appendix B
Sample: Using the Wizard to connect to a database In this appendix Overview
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Connecting the Database Integration service to a MySQL database
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Overview You can use the Database Integration Wizard to connect any ODBC 3.51 compliant database to the Contact Center Manager Database Integration service. This appendix provides an example of the general process used to connect the Contact Center Manager Database Integration service to a database, and uses the MySQL database as an example of a compliant database. You can use a process similar to the guidelines provided in this example to connect your own database.
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Connecting the Database Integration service to a MySQL database To use the Database Integration Wizard to connect the Contact Center Manager Database Integration service to a database (for example, to the MySQL database), you must perform the following tasks:
Download, install, and configure the MySQL server, MySQL Connector/ ODBC driver, and MySQL administration software.
Use the Database Integration Wizard to configure the database connection.
Configure and test the Contact Center Manager script.
Note: In this MySQL example, each call to the contact center consults the MySQL (www.mysql.com) database to find the preferred agent to whom the system routes the call, based on the Calling Line Identification (CLID) of the call. Downloading the sample software You can download the software used in this example from the MySQL Web site as follows. Software
Download location
MySQL 5.0 Database http://dev.mysql.com Server Installer for Windows 95/98/2000/ XP/2003
MySQL Connector/ http://dev.mysql.com ODBC 3.51 Driver Installer for Windows
MySQL http://dev.mysql.com Administration 1.1 for Windows 95/98/NT/ 2000/XP
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Installing and configuring the MySQL database server On the database server, install, configure, and test the database: 1
Install MySQL 5.0 Database Server.
2
Configure the database to run as a service.
3
Test the operation of the database using the MySQL tools.
Installing and configuring the MySQL administration software On the database server, install, configure, and test the administration software as follows: 1
Install MySQL Administration 1.1.
2
Create a test table for testing the Database Integration Wizard. For example, create a table called Agent with the varchar fields: CLID (index), AgentId, and AgentName.
3
Populate the table with sample records.
To configure the database connection On the server in Contact Center Manager, perform the database connection configuration as follows: 1
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Install the MySQL Connector/ODBC 3.51 Driver on the server in Contact Center Manager Release 6.0.
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Sample: Using the Wizard to connect to a database
Configure a system DSN to point to the database server and to the database on that server, as shown in the following graphic:
Installing the Database Integration Wizard On the server in Contact Center Manager, use the Database Integration Wizard to do the following:
Assign and test a provider ID.
Test the database connection.
Write and test the SQL statement against the test table. You can use a sample statement of the form select AgentName from agent where CLID = [number].
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To configure the Contact Center Manager script On the server in Contact Center Manager, configure and test the Contact Center Manager script as follows: 1
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Create the call variables for passing data to, and for retrieving data from the database.
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Sample: Using the Wizard to connect to a database
Write and activate the script.
Note:
3
Nortel recommends using a global variable rather than a call variable for the Application ID. In this example, the call variable is used for testing.
Use the return value from the database operation only if the operation was successful.
It is good practice to assign HDX variables a defined value before being used in an HDX command.
Test the script using physical calls. Ensure that the full required behavior is observed. If you do not see the required behavior, examine the trace files for the Database Integration Wizard.
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Appendix C
Troubleshooting In this appendix Overview
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Error messages
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Troubleshooting problems with database connections
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Overview This appendix contains a list of errors that you may receive when you are running the Database Integration Wizard. It lists the text of the error message and gives a brief explanation of each error.
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Error messages Error message
Description
Already Connected (when setting and testing HDX connection)
Contact Center Manager Database Integration is already connected to HDX.
Already Connected (when configuring database)
The selected DSN is already connected.
Authorization Failed
The user details supplied are incorrect. This indicates that the version of Contact Center Manager Database Integration is different than the version of HDX. Contact Nortel Support.
Error
The connection cannot be performed. Contact Nortel support.
Incompatible Version
The version information supplied is incorrect. This indicates that the version of Contact Center Manager Database Integration is different than the version of HDX. Contact Nortel support.
Invalid Object
HDX Server object cannot be found. This indicates that the HDX Server service is not running.
Invalid Provider ID
The provider ID entered is invalid. The valid range for a provider ID is 0 to 1999999999.
The Host could not be found. A server with the host name or IP address given cannot be found on the network. Too Many Connections
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HDX connections are all used up. Deregister some other HDX provider to free a connection.
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Troubleshooting problems with database connections Security context and the Database Integration Service The Database Integration service runs as a Windows service using the Local System account. The Local System account is a predefined local account on the server. This account has extensive privileges on the local computer and acts as the computer on the network. A service that runs in the context of the Local System account inherits the security context of the Windows Service Control Manager. This account has limited access to network resources (such as shares) because it has no credentials and must connect to the network using a null security session. For example, the account may not have sufficient security credentials to access a Microsoft Access database owned by an authenticated user over a network share, which was created in the context of the user. If you require access to a database over a network share, contact your Network Administrator. For a description on making a remote share available using a null session share, refer to the Microsoft Web site.
Ensuring you have the correct access permissions to the database The connection to the database requires access permissions. For example, if the database security is configured to use its own integral user accounts, then a user can be specified in the Database Integration Wizard and the ODBC Data Source Name (DSN). However, if the database security is configured for Domain or Workgroup authentication, then the Contact Center Manager Server Host Application Integration service and the Database Integration Wizard need to use the correct context when connecting. The Database Integration service runs by default in the local system context and therefore does not have access permissions to the database on another server in the customer network using Domain or Workgroup authentication.
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Troubleshooting
To enable access, follow one of the recommendations below: 1.
Use Local or Domain Policy to assign permissions to the Local System context of the Contact Center Manager Host Application Integration Service.
2.
Configure the Contact Center Manager Host Application Integration service to start with the/<User> context with the appropriate permissions.
3.
Configure the database permissions for the Contact Center Manager Server computer access context.
Contact your Customer Network Administrator or your Database Administrator for further information about configuring the correct access permissions for connection to the database.
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Appendix D
Sample: Using SKILLSET data types In this appendix Overview
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Using HDX commands with SKILLSET data types in the Wizard
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Overview When a script encounters an HDX command with a parameter of type SKILLSET, the script converts the skillset to its string equivalent (the skillset name). The skillset name passes over the HDX interface to HAI. This appendix shows a sample application of sending and retrieving HDX commands with SKILLSET parameter types to and from a database using the Database Integration Wizard.
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Using HDX commands with SKILLSET data types in the Wizard For each call processed by a script using HDX commands with SKILLSET data types, the following sequence of events must occur: 1.
The script selects a primary skillset. The primary skillset is sent to the database where a counter simulates the total number of calls selected for this particular skillset.
2.
The database returns a backup skillset that can be used as an alternative to the primary skillset.
3.
The call queues to the backup skillset.
This sample application documents the steps required to use HDX commands with SKILLSET data types. Users must be familiar with scripting and the use of ODBC compliant databases.
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To use the Wizard to send and receive SKILLSET data types to and from a database 1
74
In the database (for example, MySQL), create a database table called Skillsets to store the data that will be accessed by the Database Integration Wizard.
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Sample: Using SKILLSET data types
Populate the database table with sample data that will be accessed by the Database Integration Wizard. Note: You must use valid skillset names that have been created in Contact Center Manager Administration.
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3
76
Standard 5.05
In the Scripting component of Contact Center Manager Administration, create the call variables for sending and receiving SKILLSET data types to and from the database. This diagram shows the full list of call variable types that you must create to run the sample scripts.
Contact Center Manager
September 2007
4
Sample: Using SKILLSET data types
In Database Integration Wizard, use the Construct SQL statements window to construct the two SQL statements that access the data in the sample database table. Note: The SQL statement numbers below (4 and 6) are examples only.
5
Click Test Execute for each of the SQL statements to test the integrity of the system and the validity of the data.
Database Integration User Guide
77
Sample: Using SKILLSET data types
6
Standard 5.05
In the Scripting component of Contact Center Manager Administration, use Script Manager to write and activate the script. Note: You must ensure that the values assigned to HAI_sqlno_cv are the SQL statement numbers generated by Database Integration Wizard in step 4. Example:
7
78
Test the integrity of the system and the validity of the data by sending and receiving actual calls. For each call, you must ensure that:
the count for the skillset selected by the script increments by 1
the call queues to the backup skillset rather than the primary skillset (as seen in the Skillset Real-Time Displays of Contact Center Manager Administration)
Contact Center Manager
Index A about Database Integration service 10 Database Integration Wizard 23 accepting changes 50 accessing over a network 68 adding SQL statements 46
B backing up database 55 backup conditions 55
C call processing script functionality 21 changes in Database Integration Wizard accepting 50 discarding 50 saving 50 changing Contact Center Manager scripts 51 closing the Database Integration Wizard 50 commands get response 25 select...into 31 send info 26 send request 24 communication with external databases 21 conditions for database backups 55 configuring Contact Center Manager scripts 51 HDX connections 38 system DSNs 35 target database 35 username and password for DSN 41 connection errors 67 Contact Center Manager scripts 39 CORBA interface for HDX 21 coresident installation 23
Database Integration User Guide
creating scripts 22 stored procedures 28
D data parameters for HDX 23 database backing up 55 backup conditions 55 compliancy 58 configuration overview 23 configuring target 35 restoring 56 standards for procedures 28 testing overview 23 Database Integration installation 21 licensing 21 overview of functionality 11, 20 overview of process 34 registering 22 Database Integration Wizard closing 50 starting 37 troubleshooting 66 using stored procedures 29 deleting SQL statements 48 discarding changes 50 downloading sample software 59 DSN advanced configuration 32 configuring 35 configuring system 35 configuring username and password 41 displaying 41 entering password 43 entering user name 43 exporting 55 initialization string 32 selecting 43 79
Index
E Edit statement here box 47 editing SQL statements 47 equals null for Sybase databases 32 error messages 67 examples call processing script 21 creating stored procedures 29 get response syntax 26 HDX script commands 22 send info syntax 27 send request syntax 25 exiting Database Integration Wizard 50 exporting ODBC DSNs 55 external database 35
F functions of Contact Center Manager scripts 51 Database Integration service 11, 20
Standard 5.05
introduction 23 threading model 31 Hostname not found error 67 hostnames for TAPI 39
I ignoring changes 50 initialization string for DNS 32 installing client software for external database 35 Database Integration service 21 invalid HDX object error 67 invalid provider ID 67 IP address configuring for TAPI 39 missing 67 is null in Sybase databases 32 IVR Port 40
L licensing for Database Integration service 21 local machines 68
G GET RESPONSE command 25 TIMER parameter 26
M
H
N
HDX acting as a client application 23 communicating using CORBA 21 connecting applications and callprocessing 21 connection error 67 data parameters limit 23 invalid object error 67 maximum client application connections 23 provider IDs 22 HKEY_LOCAL_MACHINE 56 Host Application Integration service
network access 68 network knowledge requirements 13 number of HDX application connections 23
80
missing hostname 67
O ODBC exporting DSNs 55 using data source administrator 35 viewing server configuration 35 opening Database Integration Wizard 37
Contact Center Manager
September 2007
P passwords for DSN 43 ports for IVR 40 procedures Database Integration Wizard 29 database standards 28 storing 28 process of Database Integration 34 product knowledge requirements 13 provider ID configuring HDX connections 38 invalid 67 overview 22 purpose of Database Integration service 10
Q quitting Database Integration Wizard 50
R registering with TAPI 22 registry file entries 56 related documents 14 removing changes 50 requirements Nortel product knowledge 13 software 13 TAPI programming knowledge 13 restoring database 56
S sample software 59 saving changes 50 scripts changing to use new functions 51 configuring CCM scripts 51 example 21 in Contact Center Manager 39 testing on Contact Center Manager 52 security issues 68 SELECT...INTO command 31 Database Integration User Guide
Index
SEND INFO command 26 SEND REQUEST command 24 service Database Integration 10 software installing client drivers 35 knowledge requirements 13 SQL commands get response 25 notes for Sybase 32 select...into 31 send info 26 send request 24 SQL statements adding 46 deleting 48 testing 46 testing existing 47 truncated 47 updating 47 standards for external database 28 starting Database Integration Wizard 37 stored procedures creating 28 example of creating 29 in Database Integration Wizard 29 on database server 28 Sybase database 32 system DSN configuring 35
T TAPI configuring hostnames 39 configuring IP addresses 39 programming knowledge requirements 13 registering Database Integration service 22 target database, configuring connection 35 testing existing SQL statements 47 scripts on Contact Center Manager 52 SQL statements 46 threading model in HAI service 31 troubleshooting 66
81
Index
Standard 5.05
U updating SQL statements 47 user name on DSN 43 using ODBC data source administrator 35 stored procedures 28
V viewing ODBC server configuration 35
82
Contact Center Manager
Reader Response Form Contact Center Manager Product release 6.0 Database Integration User Guide
Tell us about yourself: Name: Company: Address: Occupation:
1.
What is your level of experience with this product? New user
2.
Intermediate
Experienced
Programmer
Reference
Problem solving
How do you use this book? Learning
3.
Phone:
Procedural
Did this book meet your needs? Yes
No
If you answered No to this question, please answer the following questions.
4.
What chapters, sections, or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
5.
What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
6.
How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager Database Integration User Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-940 6.0 Standard 5.05 September 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager Database Integration User Guide Product release 6.0
Standard 5.05
September 2007
Nortel Contact Center Manager Database Integration User Guide
Publication number Product release: Document release: Date:
297-2183-940 6.0 Standard 5.05 September 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 PBX and Contact Center Manager Database Integration is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. *Nortel, the Nortel logo, the Globemark, IVR, Symposium and Contact Center Manager are trademarks of Nortel Networks. MYSQL is a trademark of MySQL AB.
Contents 1
Getting started
7
New in this Release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About the Database Integration service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2
Understanding the Database Integration service
19
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Database Integration service functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using stored procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3
Using the Database Integration service for database access or TAPI integration Database Integration process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Configure the connection to the target database. . . . . . . . . . . . . . . . . Step 2. Start the Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . Step 3. Configure HDX and TAPI server connections. . . . . . . . . . . . . . . . . . Step 4. Configure database connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 5. Construct and test SQL statements . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 6. Accept or discard changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 7. Edit the Contact Center Manager scripts . . . . . . . . . . . . . . . . . . . . . .
A
Database Integration backup and restore
33 34 35 37 38 41 44 49 51
53
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Database Integration backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Database Integration restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
B
Sample: Using the Wizard to connect to a database
57
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Database Integration User Guide
v
Contents
Standard 5.05
Connecting the Database Integration service to a MySQL database . . . . . . . 59
C
Troubleshooting
65
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Troubleshooting problems with database connections . . . . . . . . . . . . . . . . . . 68
D
Sample: Using SKILLSET data types
71
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Using HDX commands with SKILLSET data types in the Wizard . . . . . . . . 73
Index
vi
79
Contact Center Manager
Chapter 1
Getting started In this chapter New in this Release
8
Overview
10
About the Database Integration service
11
How to use this guide
12
Skills you need
13
Related documents
14
How to get help
17
Database Integration User Guide
7
Getting started
Standard 5.05
New in this Release The following sections detail what is new in Nortel Contact Center Manager Database Integration User Guide for release 5.05.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Stored procedures” on page 8
“SEND REQUEST command” on page 8
Stored procedures The Database Integration service for Release 6.0 introduces support for stored procedures. Stored procedures are precompiled sets of SQL statements that are created in and stored on the database server. Stored procedures affect the following section:
“Using stored procedures” on page 28
SEND REQUEST command Additional functionality was added to the SEND REQUEST command. With this additional functionality, you can use the SEND REQUEST command to read data from TAPI. The SEND REQUEST command affects the following section:
“Interaction with script commands” on page 23
Other changes See the following sections for information about changes that are not featurerelated:
8
“Using a question mark (?) to represent an unknown parameter” on page 9
“SQL queries and GET RESPONSE timeout” on page 9 Contact Center Manager
September 2007
Getting started
Using a question mark (?) to represent an unknown parameter Information was added to explain the use of a question mark as a parameter symbol as well as an explanation of how it works when you pass multiple parameters with a SEND REQUEST command. For more information, see “SEND REQUEST” on page 24. SQL queries and GET RESPONSE timeout You must check any SQL queries to ensure that they do not require an excessive amount of time to execute. The section “GET RESPONSE” on page 25 was updated to include information about checking SQL queries and increasing the default timeout value of the GET RESPONSE command.
Database Integration User Guide
9
Getting started
Standard 5.05
Overview Introduction You can use the Database Integration service to exchange call data between Contact Center Manager scripts and any Open Database Connectivity (ODBC) compliant database, and to attach script data to a call using Nortel TAPI server. Contact Center 6.0 introduces native support for multimedia contacts in addition to voice calls. The Database Integration service supports multimedia contacts as well as voice. For example, it can look up information in a database associated with an e-mail message that is being routed to an agent. You use the Database Integration Wizard to configure the Database Integration service.
10
Contact Center Manager
September 2007
Getting started
About the Database Integration service The Database Integration service is a Contact Center Manager service that performs four major functions. You can use the Database Integration service to:
perform database lookups and place the information in a Contact Center Manager script
perform database modifications
retrieve data from the TAPI server and place the information in a Contact Center Manager script
attach data to a call using a Contact Center Manager script
The Database Integration service allows you to do this without custom interface programming.
Database Integration User Guide
11
Getting started
Standard 5.05
How to use this guide The Database Integration User Guide provides information about the configuration of the Database Integration service for Contact Center Manager. The guide includes details about:
12
the Database Integration service
using the Database Integration Wizard to configure the Database Integration service
troubleshooting the Database Integration service
an example of the general process used to connect the Database Integration service to a sample database
Contact Center Manager
September 2007
Getting started
Skills you need Introduction This section describes the skills and knowledge you need to use this guide effectively.
Nortel product knowledge Knowledge of, or experience with, the following Nortel products is useful when administering the Database Integration service for Contact Center Manager:
Contact Center Manager
Contact Center Manager scripting
Host Data Exchange (HDX) server
Computer experience or knowledge Knowledge of, or experience with, the following products and concepts is helpful when administering Contact Center Manager Database Integration:
client/server architecture
Microsoft Windows Server 2003, Advanced Server, Microsoft Windows 95, Windows 98, Windows NT Workstation 4.0, Windows 2000 Professional, and Windows XP
Other experience or knowledge Other types of experience or knowledge that can be useful include:
database management
TAPI programming
Open Database Connectivity (ODBC)
troubleshooting
Database Integration User Guide
13
Getting started
Standard 5.05
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-903
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
297-2183-931
Contact Center Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
14
297-2183-935
297-2183-212
Contact Center Manager
September 2007
Getting started
For information about Refer to
NTP number
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance
Database Integration User Guide
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
15
Getting started
Standard 5.05
For information about Refer to
NTP number
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
297-2183-930
Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Contact Center Manager Database Integration User Guide
297-2183-940
Networked contact center
Contact Center Manager Network 297-2183-932 Control Center Administrator’s Guide
Administering contact centers
Contact Center Manager Administrator’s Guide
Supervising contact centers
Contact Center Manager Supervisor’s 297-2183-928 Guide
Handling contacts
16
Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-927
Contact Center Historical Reporting and Data Dictionary
297-2183-914
Contact Center Agent Desktop User Guide
297-2183-945
Contact Center Manager
September 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Appendix C, “Troubleshooting.”
Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center located at www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/helmsman.
Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Database Integration User Guide
17
Getting started
Standard 5.05
Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to following Web site to obtain the phone number for your region: www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
18
Contact Center Manager
Chapter 2
Understanding the Database Integration service In this chapter Overview
20
Database Integration service functionality
21
Using stored procedures
28
Database Integration User Guide
19
Understanding the Database Integration service
Standard 5.05
Overview The Database Integration service is a Contact Center Manager service that performs four major functions. It allows you to:
perform database lookups and place the information in a Contact Center Manager script
retrieve data from the TAPI server and place the information in a Contact Center Manager script
perform database modifications
attach data to a call using a Contact Center Manager script
The Database Integration service allows you to do this without custom interface programming.
20
Contact Center Manager
September 2007
Understanding the Database Integration service
Database Integration service functionality Introduction The Database Integration service is installed automatically as part of the Contact Center Manager installation. The Database Integration service runs as a Contact Center Manager service when it is enabled by a keycode. When the Database Integration service is started, it
registers as a service provider to the Host Data Exchange (HDX) service
registers with the Telephony Application Programming Interface (TAPI) server, if TAPI is enabled in the Database Integration Wizard, and connects to the database as required to run queries and procedures
Note: The connection to the database requires access permissions. Your Contact Center Manager Server Host Application Integration service and the Database Integration Wizard must use the correct context when connecting to the database. For further details, see “Ensuring you have the correct access permissions to the database,” on page 41. Use the Database Integration Wizard to configure the Database Integration service. The Database Integration service and the Database Integration Wizard use the Common Object Request Broker Architecture (CORBA) version of the HDX interface to communicate generically with external databases, TAPI servers, or both.
Interaction with the HDX HDX overview The HDX service maintains connections between registered third-party applications and Database Integration call processing. The following is an example of the call processing script functionality between the HDX service and a registered third-party application:
Database Integration User Guide
21
Understanding the Database Integration service
Standard 5.05
1.
When the call processing script encounters an HDX script command (for example SEND INFO, SEND REQUEST, or GET RESPONSE), it packages the parameters into a message.
2.
The HDX service receives and queues the message. A registered third-party application can then use the HDX interface to retrieve the message.
3.
The service provider receives the message, unpacks the data it contains, and runs the specified service.
4.
If the specified service is a request, the request is run, and the results are packaged into a message that is then sent back to the HDX.
5.
When the HDX receives the message, it routes the data to call processing.
6.
Call processing receives the message, unpacks the data, and maps the values to the call variable parameters of the response script function.
For more information about scripting, see the Contact Center Manager Scripting Guide. Interaction of the Database Integration service with HDX The Database Integration service registers with HDX as a third-party application with a unique provider ID. The provider ID is a unique ID that identifies HDX applications to Contact Center Manager. Contact Center Manager scripts use provider IDs to identify HDX applications. After it is registered, the Database Integration service enables the exchange of data between the Contact Center Manager script and any Open Database Connectivity (ODBC) 3.51 compliant database. You also have the option to configure the Database Integration Wizard to register the Database Integration service with the TAPI server. After you use the TAPI server, you can attach data to a call. Use the Database Integration Wizard to configure the Database Integration service. For more information on the Database Integration Wizard, see “Configuring the Database Integration service using the Database Integration Wizard,” on page 23.
22
Contact Center Manager
September 2007
Understanding the Database Integration service
The HDX provides a maximum of ten client application connections. A client application refers to an application written to interface directly with the Contact Center Manager script. The HDX service is the server that provides service to the third party client applications. The Database Integration Wizard is a client of the HDX service. Note: Although the Database Integration Wizard is installed coresident on the Contact Center Manager Server, the Wizard is a separate HDX client application and uses one of the ten available HDX connections. When the Database Integration Wizard is running, nine HDX client application connections are available. The HDX limit for the size of a data parameter is 80 bytes. When Contact Center Manager Database Integration is shut down, all the existing registrations are released, and the open connections to the Data Source Names (DSN) are closed.
Configuring the Database Integration service using the Database Integration Wizard Use the Database Integration Wizard to configure and test the following information for the Database Integration service:
the provider ID to be used to connect to the HDX
the support required for the TAPI connection (that is, whether to enable or disable support for TAPI)
the TAPI server Host Name or IP Address
the Interactive Voice Response (IVR) Port connections (if enabled)
the UserName and Password pair (if configured) for each system DSN configured on the server to be used by the Contact Center Manager Database Integration service
the Structured Query Language (SQL) statements configured for the DSNs
Interaction with script commands After you use the Database Integration Wizard to configure the Database Integration service, you can use call processing script commands for the HDX to integrate with the Host Application Integration (HAI) service.
Database Integration User Guide
23
Understanding the Database Integration service
Standard 5.05
When a message is retrieved from the HDX, the system checks which type the message is:
SEND REQUEST/ GET RESPONSE is used for database access and for data retrieval from TAPI
SEND INFO is used for database access and for TAPI call data attachment
The first parameter of SEND REQUEST/SEND INFO is crucial to the operation of Database Integration Wizard. For SEND INFO, the first parameter indicates if TAPI call data attachment is to be performed or if database access is required. For SEND REQUEST, the first parameter indicates if TAPI is being invoked or if the request is for database access. For database access (SEND REQUEST or SEND INFO), the first parameter indicates the unique number of the SQL statement to execute. For these reasons, at least one parameter is required for SEND REQUEST and SEND INFO. SEND REQUEST You can use the SEND REQUEST command to retrieve information from a database or from TAPI. The first parameter of the SEND REQUEST command indicates if the target is database access or TAPI. If the first parameter is %TAPI%, then the data is requested from TAPI. SEND REQUEST DIW_PROVIDER_ID "%TAPI%", DATA 1
Otherwise, the parameter is checked to see if it corresponds to the SQL statements that you construct using the Database Integration Wizard. If a corresponding SQL statement is found, the statement is selected for execution on a DSN. When statements are stored, they are associated with particular DSNs. If a connection does not exist for the particular DSN, a connection is enabled for it. Connections are maintained for as long as the service is running. The remaining parameters of SEND REQUEST populate the unknown parameters of the SQL statement (up to nine parameters can be used). The unknown parameters are identified by a question mark (?) in the SQL statement identification. Where multiple unknown parameters exist, there is a question mark (?) for each unknown parameter in the SQL statement. The HDX request must send a parameter for each of the question marks encountered in the SQL statement. Each question mark is replaced, in order, by the parameters in the HDX request as they are encountered. The type of each request parameter should match the data type of the SQL data field. 24
Contact Center Manager
September 2007
Understanding the Database Integration service
Syntax example: SEND REQUEST
HAI_AppID HAI_SQLNO_cv, CLID
In this example, the SQL statement number referenced in HAI_SQLNO_cv is executed. This statement expects a single parameter (that is, it has a single ?), which is replaced by the CLID of the call when the statement is executed. GET RESPONSE All request messages are accompanied by a GET RESPONSE message. The first parameter of the GET RESPONSE message indicates the status of the SQL statement execution. Returned data from the statement execution populates the remaining message parameters. All remaining parameters of the GET RESPONSE message default to NULL, which is represented within the script as a blank value for a string and a zero for an integer. The first parameter of the GET RESPONSE is reserved as a string variable for storing the status of the SQL execution. The returned value is one of the following:
SUCCESS, the SQL statement was executed successfully.
FAILED, the SQL statement failed to execute. You must examine the log files to determine the reason for failure. For example, attempting to execute an invalid SQL statement results in a FAILED operation.
NODATA, the SQL statement is of type SELECT; however, no data was returned.
The returned data is packaged in a service completion message that is passed back to the HDX. If the GET RESPONSE command returns data from a CCT/TAPI application, each piece of data must be separated by a RECORD_SEPARATOR, defined as follows: #define RECORD_SEPARATOR 0x1E This ensures that each piece of data can be supplied separately in the GET RESPONSE command. A GET RESPONSE message returning data from a CCT/TAPI application has a returned value of one of the following:
Database Integration User Guide
25
Understanding the Database Integration service
SUCCESS
FAILED
NODATA
Standard 5.05
You must check any SQL query configured in the Database Integration Wizard to ensure that it does not take an excessive amount of time to execute. By default, the GET RESPONSE command waits 10 seconds for the query to execute before it times out. If the GET RESPONSE command times out, the script continues without the response. Depending on the nature of the query, calls may not be handled properly. If an SQL query takes longer than 10 seconds to execute, you can do one of the following:
Optimize the SQL query so that it takes less time to execute (for example, rewrite the query or use stored procedures).
Use the optional TIMER parameter of the GET RESPONSE command to increase the timeout value.
Syntax example: GET RESPONSE HAI_AppID HAI_SQLRESP_cv, HAI_AGENTID_cv
In this example, the executed SQL statement is expected to return a single piece of information, namely the ID of an agent. This can be used for direct queuing to a preferred agent. The status of the SQL execution is stored in the STRING call variable HAI_SQLRESP_cv. It is expected that the script writer checks the status of execution and only uses the information if the response indicates SUCCESS. SEND INFO The SEND INFO command can access script and call data, and attach the data to a call by using TAPI. The first parameter of the SEND INFO request identifies whether the target is database access or TAPI. If the first parameter is %TAPI%, the remaining parameters are attached to the call using the IVR/CallData interface provided by TAPI. When attached to the call in TAPI, each data parameter is separated by a RECORD_SEPARATOR.
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If the first parameters is not %TAPI%, the SEND INFO command is for database access. In this case, the first parameter is the numeric identifier of the SQL statement that you want to run. The numeric identifier can identify an SQL statement (such as UPDATE) that does not return data to Contact Center Manager. The same principles discussed for SEND REQUEST apply to SEND INFO when it is being used for database access. The following sample Contact Center Manager scripts illustrates both usages of SEND INFO. Example 1: SEND INFO for database access /* Execute SQL statement number 5 passing the current callid as parameter */ ASSIGN 5 TO HAI_SQLNO_cv ASSIGN "%CALLID%" TO HAI_CALLID_cv SEND INFO provId HAI_SQLNO_cv, HAI_CALLID_cv
Example 2: SEND INFO for TAPI access /* Attach the text 'abandoned' to the call */ ASSIGN "%TAPI%" TO HAI_STRING_cv ASSIGN "ABANDONED" TO HAI_DATA_cv SEND INFO provId HAI_STRING_cv, HAI_DATA_cv
The previous examples illustrate scripts where the HAI service performs a single action on a call being processed by a script. Often, multiple HAI service actions are performed sequentially in the script for a single call. Caution is required when the result of one action is dependent on a previous action having been completed fully. It is possible for the new action to be processed before the previous action is complete. You must change the following registry keys to allow for sequential execution of script commands: \\HKEY_LOCAL_MACHINE\\SOFTWARE\\Nortel\\ICCM\\HAI\\Threads \\WorkerThreads value=1 \\HKEY_LOCAL_MACHINE\\SOFTWARE\\Nortel\\ICCM\\HAI\\Threads \\WorkerThreadsSleep value=60
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Using stored procedures Introduction The Database Integration service in Contact Center Manager 6.0 supports the use of stored procedures on the database server. Stored procedures are precompiled sets of SQL statements that are created in and stored on the database server. The Database Integration Wizard invokes stored procedures by using conventions that are appropriate to the database vendor.
Creating stored procedures You can create stored procedures on the database server by using database server software. For instructions about how to create stored procedures, consult your database vendor documentation. Standards and database vendors
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Database vendor
Standard
MySQL 5.0 (or later)
SQL:2003 syntax
DB2
SQL:2003 syntax
Microsoft SQL Server
T-SQL
Sybase
T-SQL
Oracle
PL/SQL
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Using stored procedures in the Database Integration Wizard To use stored procedures in the Database Integration Wizard, you must perform the following tasks:
Configure and test the stored procedure in the Database Integration Wizard for execution. For details about configuring and testing stored procedures for execution, see “To test an SQL statement or stored procedure,” on page 46.
Note: The command syntax and parameter passing convention that you use to invoke a stored procedure must be compatible with the command syntax of the database server software.
Use the appropriate HDX commands in your script to invoke the stored procedure depending on whether the stored procedure returns data. For details, see “Step 7. Edit the Contact Center Manager scripts” on page 51.
Notes:
For stored procedures that return data, use SEND INFO to invoke execution of the stored procedure and then use SEND REQUEST/ GET RESPONSE to retrieve the data. For stored procedures that do not return data, use SEND INFO to invoke the procedure.
ATTENTION
The Database Integration Wizard supports a maximum of only 9 data items. If your stored procedure returns more than 9 data items, only the first 9 data items are available for the script.
To create and invoke a stored procedure using the Database Integration Wizard Note: This procedure uses the example of a stored procedure created in MySQL 5.0 (or later). 1
Create a table in the MySQL table editor.
2
Create a stored procedure using MySQL. Example:
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DROP PROCEDURE
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sp_GetCustomer;
delimiter | CREATE PROCEDURE sp_GetCustomer(IN __uri VARCHAR(45), OUT __first VARCHAR(45), OUT __last VARCHAR(45) ) BEGIN SELECT FirstName, LastName INTO __first, __last FROM test.customers WHERE URI = __uri ; END delimiter ; 3
Test the stored procedure using the MySQL test tool. Example: CALL sp_GetCustomer("[email protected]", @a, @b); SELECT @a, @b;
4
Configure the Database Integration Wizard with DSN access. For details, see Chapter 3, “Using the Database Integration service for database access or TAPI integration.”
5
Construct your SQL statements using the Database Integration Wizard. For details, see “Step 5. Construct and test SQL statements,” on page 44.
6
Write and activate the script. Example: /* SQLNO 3 is the number of the stored procedure as seen in the Wizard */ ASSIGN 3 TO HAI_SQLNO_cv ASSIGN "[email protected]" TO HAI_FROMADDRESS_cv SEND INFO HAI_AppId_gv HAI_SQLNO_cv, HAI_FROMADDRESS_cv SEND REQUEST HAI_AppId_gv HAI_SQLNO_cv
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GET RESPONSE HAI_AppId_gv HAI_SQLRESP_cv, HAI_string01_cv, HAI_string02_cv
Using Complex SQL statements in Microsoft SQL Server Executing an SQL statement when the database is set to return the number of rows affected by that Transact-SQL statement or stored procedure can return invalid results as the number of rows affected is returned as part of the result set. Use the SET NOCOUNT ON setting to prevent the count of the number of rows affected, thus ensuring that the SQL statement executes successfully.
Guidelines for using stored procedures in the Database Integration service When using stored procedures, note the following guidelines. Using stored procedures that support SELECT...INTO only When you use stored procedures that support only the SQL construction of SELECT... INTO, invoke the procedures in the following order:
SEND INFO, to invoke the stored procedure
SEND REQUEST/ GET RESPONSE, to retrieve the data put into the variables by using the SQL construction of SELECT...INTO
Note: The threading model in HAI can make the system process the SEND INFO and SEND REQUEST commands in the wrong order. If this happens, the script receives invalid data. To guarantee the order of the commands, set the value of the following registry key to 1: HKEY_LOCAL_MACHINE\SOFTWARE\NORTEL\ICCM\HAI\Threads The default setting has two worker threads, which provides faster performance but does not guarantee order of execution. If you adjust the worker thread setting, you must also adjust the sleep timer setting (as described on page 27). The default value for the sleep timer is 120.
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Using stored procedures in Oracle When a stored procedure must return data to the script, the stored procedure must have the data available in a form that can be retrieved by HAI. The data must be available to populate the parameters of a GET RESPONSE request. Some databases support output parameters where the data is returned in parameters when the procedure is called. This data is not available to HAI and this type of stored procedure is not directly supported by HAI. For example, parameters can be identified as OUT in Oracle. The data passed in the OUT parameter cannot be retrieved by HAI. Using “= null” versus “is null” in Sybase The usage of ‘= null’ instead of ‘is null’ in Sybase can cause failure to receive data. To correct this issue, use the DSN Advanced configuration window to set Initialization String to SET ANSINULL OFF by using the procedure below: 1
Click Start > All Programs > Administrative Tools > Data Sources (ODBC) Result: The ODBC Data Source Administrator window opens.
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2
On the System DSN tab, select Sybase DSN.
3
Click Advanced.
4
In the Initialization String box, set the Initialization String to SET ANSINULL OFF.
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Chapter 3
Using the Database Integration service for database access or TAPI integration In this chapter Database Integration process overview
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Step 1. Configure the connection to the target database
35
Step 2. Start the Database Integration Wizard
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Step 3. Configure HDX and TAPI server connections
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Step 4. Configure database connections
41
Step 5. Construct and test SQL statements
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Step 6. Accept or discard changes
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Step 7. Edit the Contact Center Manager scripts
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Database Integration process overview The following list provides an overview of the Database Integration process. The list includes the procedures you can perform by using the Database Integration Wizard, and the procedures you must perform before and after you use the Wizard.
Configure the connection to the target database
Start the Database Integration Wizard.
Configure HDX connections.
Configure database connections. Note: Database connections are necessary only when UserName and Password pairs are configured on the database for the DSN.
Construct and test the SQL Statements for execution on each DSN, and note the parameters required and the SQL numerical identifier for the statements.
Accept or discard the changes.
Edit the Contact Center Manager scripts.
The sections that follow provide detailed information about procedures used in the Database Integration process.
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Step 1. Configure the connection to the target database Introduction Before you use the Database Integration Wizard to configure the Database Integration service, you must configure the connection to the target database by completing the following tasks:
Install and configure the client drivers (if applicable).
Configure the system DSNs.
To install and configure client drivers You must install and configure the software and drivers to enable connection to the external database that you want to access. You can test the database connectivity and the data access capability using the tools and techniques provided by the database vendor.
To configure the system DSNs The system DSNs that you want the Database Integration Wizard to use must be configured in Contact Center Manager before you run the Wizard. You can use the ODBC Data Source Administrator to configure the system DSNs. 1
On the Windows start menu, click Control Panel > Administrative Tools >Data Sources (ODBC). Result: The ODBC Data Source Administrator window appears, containing all information pertaining to ODBC configuration for the server.
2
Click the System DSN tab. Result: A list of all the System DSNs configured on the server appear.
3
Click Add. Result: The Create New Data Source window appears, listing all the ODBC drivers present on the server.
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Select the appropriate driver, and then click Finish. Result: A driver-specific setup box appears. Note: If the driver you need is not present, install it using the driver’s setup program.
5
Set the Data Source Name and a description for the DSN. Result: The chosen DSN appears in the Contact Center Manager Database Integration Wizard to configure user details.
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6
Configure the remaining fields to allow successful connection to the database.
7
Click OK.
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Step 2. Start the Database Integration Wizard To start the Database Integration Wizard 1
Click Start > All Programs > Nortel Contact Center > Manager Server > Database Integration Wizard. Result: The Database Integration Wizard introductory window appears. Note: The Database Wizard warns you that DSNs must be configured before you run the Wizard.
Attention: If the database requires Domain User authentication instead of database integral user accounts, then the user context running the Database Integration Wizard must be compatible with the assigned database permissions. If the user context and permissions are not compatible, you cannot connect to the database. For details, see “Ensuring you have the correct access permissions to the database,” on page 41. 2
Click Next to proceed to Step 3 - Configure HDX and TAPI server connections. Result: The Configure HDX and TAPI Server Connections appears.
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Step 3. Configure HDX and TAPI server connections Introduction You can use the Configure HDX and TAPI Server Connections window to configure and test the provider ID that is used to register the Database Integration service with HDX. A single provider ID is used for both database access and TAPI connectivity.
Note: It is good practice to define the provider ID as a global variable in Contact Center Manager. If the provider ID is changed, the script does not have to be recompiled to pick up the new value.
To configure HDX connections In the HDX Connection section, set and test the connection as follows:
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Using the Database Integration service for database access or TAPI integration
In the Provider ID box, type the provider ID that is used to register the Contact Center Manager Database Integration service with HDX. A provider ID of 0 is invalid. Note: The provider ID is required in the Contact Center Manager script to identify the appropriate provider to which it sends information. Each HDX application must have a unique ID that identifies it to Contact Center Manager. No two applications at the same site can have the same provider ID. The HDX application passes the provider ID to the target server in an attempt to register with the target server software. The developer of the HDX application chooses the provider ID for the application.
2
Click Test Connection. Result: The connection to HDX is tested, and the test results appear in the Test Output and Result box. Note: If you receive an error, refer to Appendix C, “Troubleshooting.”
TAPI server connections By default, the TAPI configuration section of the window is disabled until you click the Configure Tapi connection checkbox. If you do not need to integrate with a TAPI server, you can leave the TAPI server connections fields empty and proceed to the Configure Database Connections window. If you need to integrate with a TAPI server, you must use the Configure HDX and TAPI Server Connections window to set and test the TAPI server host name or IP address, and to set the port number to be used for connection to the TAPI server. You can also use this window to test the connection to the TAPI server. Note: The Database Integration Wizard does not support data attachments to open queue contacts. Open queue contacts are multimedia contacts inserted by Contact Center Multimedia.
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To configure and test the TAPI connection In the TAPI Connection section, you can set and test the connection to the TAPI server. Note: Before performing this configuration, a TAPI server must be operational on the network. You must know the TAPI server host name or IP address and the port configured in TAPI for the IVR/CallData interface. Consult your TAPI configuration and TAPI documentation for further information. To set and test the TAPI connection: 1
Ensure that the Configure Tapi connection checkbox is checked. Result: The TAPI Server HostName box and the IVR Port box are enabled.
2
In the TAPI Server HostName box, type the TAPI Server HostName or IP address.
3
In the IVR Port box, type the port number of the IVR/CallData interface. Note:
4
This port is usually configured for port 5000. However, TAPI configuration allows any port to be specified. Consult your TAPI configuration to determine the actual port.
If the TAPI is coresident with Contact Center Manager Server, ports 5000-5010 are not available for use. You must select another port outside of the 5000-5010 range.
Click Test Connection. Result: The connection to the TAPI Server is tested, and the test results appear in the Test Output and Result box. Note: If a failed condition is reported in the Test Output and Result box, check that the TAPI Server HostName and IVR port match the target TAPI server. If required, correct the configuration information and test it again. If the failure persists, ensure that the TAPI Server HostName is accessible and that the IVR port is correctly registered on the TAPI server.
5
Click Next to proceed to Step 4 - Configure database connections. Result: The Configure Database Connections window appears.
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Step 4. Configure database connections Introduction You can use the Configure Database Connections window to configure and test the database connection details. The Configure Database Connections window displays, in a tree view, the Contact Center Manager system DSNs that are currently configured on the server. You can configure the UserName and Password pair for each DSN connection. This configuration is required only if implemented in the database and the DSN. Note: The password is not visible in the window when you type it. The settings are encrypted and stored in the Windows’ registry. You can test the connections individually using the test connection control. The results appear in the Test Output and Result box.
Ensuring you have the correct access permissions to the database The connection to the database requires access permissions. For example, if the database security is configured to use its own integral user accounts, then a user can be specified in the Database Integration Wizard and the ODBC Data Source Name (DSN). However, if the database security is configured for Domain or Workgroup authentication, then the Contact Center Manager Server Host Application Integration Service and the Database Integration Wizard need to use the correct context when connecting. The Database Integration service runs by default in the local system context and therefore does not have access permissions to the database on another server in the customer network using Domain or Workgroup authentication.
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To enable access, follow one of the recommendations below: 1.
Use Local or Domain Policy to assign permissions to the Local System context of the Contact Center Manager Host Application Integration Service.
2.
Configure the Contact Center Manager Host Application Integration Service to start with the
3.
Configure the database permissions for the Contact Center Manager Server computer access context.
Contact your Customer Network Administrator or your Database Administrator for further information about configuring the correct access permissions for connection to the database.
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To configure database connections
In the Configure Database Connections window: 1
Select the DSN from the tree view.
2
In the UserName box, type the UserName for the selected DSN.
3
In the Password box, type the Password for the selected DSN.
4
Click Test Connection. Result: The connection test results appear in the Test Output and Result box. Note: If a failed condition is flagged in the output text box, check the test data and correct it as required. If that does not resolve the problem, refer to “Ensuring you have the correct access permissions to the database,” on page 41 or Appendix C, “Troubleshooting.”
5
Click Next to proceed to Step 5 - Construct and test SQL statements. Result: The Construct SQL Statements window appears.
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Step 5. Construct and test SQL statements Introduction You can use the Construct SQL Statements window to construct SQL statements and to test SQL statements and stored procedures.
In the SQL Statements section of the window, the system DSNs configured on the server appear in a tree view. You can configure the SQL Statements for execution on each DSN. The configured statements are stored in the registry and can be tested individually using the Test Execute control. The test results appear in the Test Output and Result box. SQL statements are assigned a unique and visible reference number when added to the system. This reference number is used in the script to specify which SQL statement to invoke. There is no limit to the number of statements that can be added.
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Getting access to CALLIDs and NODEID The Contact Center Manager Database Integration service interrogates the value of each parameter passed in the SEND INFO or SEND REQUEST/ GET RESPONSE message, and translates the specific text strings to their numeric value available in the call processing script. The supported translations are %CALLID%
The Call ID of the call being processed by the script.
%HELDCALLID%
The Held Call ID of the call being processed by the script.
%NETWORKCALL The Network Call ID of the call being processed by the ID% script. %NODEID%
The Node ID of the call being processed by the script (only supported with DMS). The Node ID is the ID of the DMS switch system.
%TIME%
The time when the message was created and sent. The time is represented in UNIX format (the number of seconds elapsed since midnight (00:00:00), January 1, 1970.
Note: Only %CALLID% and %TIME% are valid for multimedia contacts. The call processing script populates a string variable with the translation text string. The variable is passed as a parameter in the SEND REQUEST / SEND INFO message. The actual value of the data is inserted as a replaceable parameter in the SQL statement for execution. The following sample illustrates the passing of the actual Call ID to an SQL statement: ASSIGN "%CALLID%" TO HAI_CALLID_cv SEND REQUEST provId HAI_SQLNO_cv, HAI_CALLID_cv GET RESPONSE provId HAI_STATUS_cv, HAI_DATA_cv
The SQL statement takes the following form: SELECT data FROM table WHERE field = ? Database Integration User Guide
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To test an SQL statement or stored procedure In the SQL Statements section of the window, you can test an SQL statement or stored procedure as follows: 1
In the Edit statement here box, type the SQL statement or the stored procedure. Note: The statement should contain valid sample data for variable parameters.
2
From the tree view, select the DSN.
3
Click Test Execute. Result: The results of the execution appear in the Test Output and Result box. If the result is not successful, check the statement for errors, correct it as required, and then test it again. Note: This procedure may fail if you do not have the correct access permissions for the database. For details, see “Ensuring you have the correct access permissions to the database,” on page 41.
To add an SQL statement or stored procedure In the SQL Statements section of the window, you can add a statement or stored procedure as follows: 1
Test the statement using the procedure detailed in “To test an SQL statement or stored procedure,” on page 46.
2
If the test is successful, replace the variable parameters of the statement with question marks (?), and then click Add to add the statement to the DSN for later selection by the Contact Center Manager Database Integration service. Result: The statement appears in the tree as a child of the DSN. Note:
46
Each SQL statement added is assigned a new and unique statement number that is visible in the Wizard. This number uniquely identifies a SQL statement and is passed by the script as the first parameter in the HDX statement (SEND REQUEST or SEND INFO). Because many SQL statements can be configured, the script command can specify which SQL statement to execute. Also, it means that many different SQL statements can be executed against a single call. Contact Center Manager
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In the SQL Statements tree view, SQL statements with a total length greater than 260 characters are truncated. The truncation is a visual limitation of the tree view only, and does not impact the usage and storage of long SQL statements. Specifically, a truncated SQL statement, when retrieved, contains the full statement. When you make and accept changes before closing the Wizard, the full statement is stored, rather than the truncated format.
To test an existing SQL statement or stored procedure In the SQL Statements section of the window, you can test an existing statement as follows: 1
From the tree, select the statement or stored procedure. Result: The statement appears in the Edit statement here box.
2
Edit the statement by replacing the question marks (?) with valid sample data.
3
Click Test Execute. Result: The results of the execution appear in the Test Output and Result box. If the result is not successful, check the statement for errors, correct it as required, and then test it again.
To update an SQL statement In the SQL Statements section of the window, you can update a statement as follows: 1
Select the statement from the tree. Result: The Add button is changed to the Update button, and the statement appears in the Edit statement here box.
2
Edit the statement.
3
Click Test Execute to test the statement.
4
If the test is successful, replace the variable parameters of the statement with question marks (?), and then click Update. Result: The statement is amended in the tree view.
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To delete an SQL statement or stored procedure In the SQL Statements section of the window, you can delete a statement or stored procedure as follows: 1
From the tree, select the statement.
2
Click Delete. Result: The statement is removed from the tree.
3
Click Next to proceed to Step 6 - Accept or discard changes. Result: The Complete window appears.
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Step 6. Accept or discard changes Introduction Use the Complete window to accept or discard the changes you make using the Wizard.
Note: This window notifies you that the changes made using the Database Integration Wizard can now be saved or discarded. It also prompts you to edit the Contact Center Manager scripts to make the functionality that was configured in the previous windows available to HDX.
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To accept the changes made and close the Wizard Click Finish. Result: All data configured by the Wizard is accepted, and the changes made are stored in the Window’s registry. The Contact Center Manager Database Integration service then queries the data from the registry.
Note: Any changes you make using the Wizard are saved when you click Finish in the Wizard’s closing window. When you use the Wizard to make changes to HDX and TAPI server connections while the Database Integration service is running, you must restart the service once you have made the changes.
To discard the changes made and close the Wizard Click Cancel. Result: The changes you made are discarded.
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Step 7. Edit the Contact Center Manager scripts When you complete the Contact Center Manager Database Integration configuration, you must edit the Contact Center Manager script to use the newly enabled functionality. Use a Contact Center Manager client to edit the Contact Center Manager scripts. The HDX scripting commands are added using the provider ID, the numerical identifier, and the parameters you identified when you configured your database connections. For more information about scripting, refer to the Contact Center Manager Scripting Guide.
To configure the Contact Center Manager script On the server in Contact Center Manager, configure and test the Contact Center Manager script as follows: 1
Create the call variables for passing data to, and for retrieving data from the database.
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Write and activate the script.
Note:
3
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Nortel recommends using a global variable rather than a call variable for the Application ID. In this example, the call variable is used for testing.
Use the return value from the database operation only if the operation was successful.
It is good practice to assign HDX variables a defined value before being used in a HDX command.
Test the script using physical calls. Ensure that the full required behavior is observed. If you do not see the required behavior, examine the trace files for the Database Integration Wizard.
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Appendix A
Database Integration backup and restore In this appendix Overview
54
Database Integration backup
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Database Integration restore
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Overview The Database Integration Wizard backup and restore is not included in the Contact Center Manager backup and restore process. Nortel recommends that you perform manual backups on the current configuration, and that you refresh the backups after making changes using the Database Integration Wizard.
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Database Integration backup ATTENTION
The ODBC restore should be done only if the following conditions are met:
The server name/IP address are unchanged.
The ODBC configuration has not changed since the ODBC backup operation was performed.
If either of these conditions is true, a new backup must be performed.
To back up the configuration 1
Start Regedit.
2
Open the key HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HAI.
3
From the Registry Menu, select Export Registry File.
4
In the Export Registry File dialog box, type a suitable name and location for storing the configuration file.
5
Save the file.
6
Open the key HKEY_LOCAL_MACHINE\SOFTWARE\ODBC.
7
From the Registry Menu, select Export Registry File. Attention: You must only export the ODBC DSNs that were created for use with Database Integration Wizard. Some Contact Center Manager DSNs make reference to computer host name / IP address. If you export the entire ODBC folder and restore these DSNs after an IP address or host name change, the server may malfunction.
8
In the Export Registry File dialog box, type a suitable name and location for storing the ODBC configuration file.
9
Save the file.
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Database Integration restore To restore the configuration
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1
Start Regedit.
2
From the Registry Menu, select Import Registry File.
3
In the Import Registry File dialog box, select a previously saved HAI configuration file.
4
In the Import Registry File dialog box, select a previously saved ODBC configuration file.
5
Examine the data stored in HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HAI.
6
Examine the data stored in HKEY_LOCAL_MACHINE\SOFTWARE\ODBC.
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Appendix B
Sample: Using the Wizard to connect to a database In this appendix Overview
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Connecting the Database Integration service to a MySQL database
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Overview You can use the Database Integration Wizard to connect any ODBC 3.51 compliant database to the Contact Center Manager Database Integration service. This appendix provides an example of the general process used to connect the Contact Center Manager Database Integration service to a database, and uses the MySQL database as an example of a compliant database. You can use a process similar to the guidelines provided in this example to connect your own database.
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Connecting the Database Integration service to a MySQL database To use the Database Integration Wizard to connect the Contact Center Manager Database Integration service to a database (for example, to the MySQL database), you must perform the following tasks:
Download, install, and configure the MySQL server, MySQL Connector/ ODBC driver, and MySQL administration software.
Use the Database Integration Wizard to configure the database connection.
Configure and test the Contact Center Manager script.
Note: In this MySQL example, each call to the contact center consults the MySQL (www.mysql.com) database to find the preferred agent to whom the system routes the call, based on the Calling Line Identification (CLID) of the call. Downloading the sample software You can download the software used in this example from the MySQL Web site as follows. Software
Download location
MySQL 5.0 Database http://dev.mysql.com Server Installer for Windows 95/98/2000/ XP/2003
MySQL Connector/ http://dev.mysql.com ODBC 3.51 Driver Installer for Windows
MySQL http://dev.mysql.com Administration 1.1 for Windows 95/98/NT/ 2000/XP
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Installing and configuring the MySQL database server On the database server, install, configure, and test the database: 1
Install MySQL 5.0 Database Server.
2
Configure the database to run as a service.
3
Test the operation of the database using the MySQL tools.
Installing and configuring the MySQL administration software On the database server, install, configure, and test the administration software as follows: 1
Install MySQL Administration 1.1.
2
Create a test table for testing the Database Integration Wizard. For example, create a table called Agent with the varchar fields: CLID (index), AgentId, and AgentName.
3
Populate the table with sample records.
To configure the database connection On the server in Contact Center Manager, perform the database connection configuration as follows: 1
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Install the MySQL Connector/ODBC 3.51 Driver on the server in Contact Center Manager Release 6.0.
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Sample: Using the Wizard to connect to a database
Configure a system DSN to point to the database server and to the database on that server, as shown in the following graphic:
Installing the Database Integration Wizard On the server in Contact Center Manager, use the Database Integration Wizard to do the following:
Assign and test a provider ID.
Test the database connection.
Write and test the SQL statement against the test table. You can use a sample statement of the form select AgentName from agent where CLID = [number].
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Sample: Using the Wizard to connect to a database
Standard 5.05
To configure the Contact Center Manager script On the server in Contact Center Manager, configure and test the Contact Center Manager script as follows: 1
62
Create the call variables for passing data to, and for retrieving data from the database.
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Sample: Using the Wizard to connect to a database
Write and activate the script.
Note:
3
Nortel recommends using a global variable rather than a call variable for the Application ID. In this example, the call variable is used for testing.
Use the return value from the database operation only if the operation was successful.
It is good practice to assign HDX variables a defined value before being used in an HDX command.
Test the script using physical calls. Ensure that the full required behavior is observed. If you do not see the required behavior, examine the trace files for the Database Integration Wizard.
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Sample: Using the Wizard to connect to a database
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Appendix C
Troubleshooting In this appendix Overview
66
Error messages
67
Troubleshooting problems with database connections
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Troubleshooting
Standard 5.05
Overview This appendix contains a list of errors that you may receive when you are running the Database Integration Wizard. It lists the text of the error message and gives a brief explanation of each error.
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Error messages Error message
Description
Already Connected (when setting and testing HDX connection)
Contact Center Manager Database Integration is already connected to HDX.
Already Connected (when configuring database)
The selected DSN is already connected.
Authorization Failed
The user details supplied are incorrect. This indicates that the version of Contact Center Manager Database Integration is different than the version of HDX. Contact Nortel Support.
Error
The connection cannot be performed. Contact Nortel support.
Incompatible Version
The version information supplied is incorrect. This indicates that the version of Contact Center Manager Database Integration is different than the version of HDX. Contact Nortel support.
Invalid Object
HDX Server object cannot be found. This indicates that the HDX Server service is not running.
Invalid Provider ID
The provider ID entered is invalid. The valid range for a provider ID is 0 to 1999999999.
The Host could not be found. A server with the host name or IP address given cannot be found on the network. Too Many Connections
Database Integration User Guide
HDX connections are all used up. Deregister some other HDX provider to free a connection.
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Troubleshooting
Standard 5.05
Troubleshooting problems with database connections Security context and the Database Integration Service The Database Integration service runs as a Windows service using the Local System account. The Local System account is a predefined local account on the server. This account has extensive privileges on the local computer and acts as the computer on the network. A service that runs in the context of the Local System account inherits the security context of the Windows Service Control Manager. This account has limited access to network resources (such as shares) because it has no credentials and must connect to the network using a null security session. For example, the account may not have sufficient security credentials to access a Microsoft Access database owned by an authenticated user over a network share, which was created in the context of the user. If you require access to a database over a network share, contact your Network Administrator. For a description on making a remote share available using a null session share, refer to the Microsoft Web site.
Ensuring you have the correct access permissions to the database The connection to the database requires access permissions. For example, if the database security is configured to use its own integral user accounts, then a user can be specified in the Database Integration Wizard and the ODBC Data Source Name (DSN). However, if the database security is configured for Domain or Workgroup authentication, then the Contact Center Manager Server Host Application Integration service and the Database Integration Wizard need to use the correct context when connecting. The Database Integration service runs by default in the local system context and therefore does not have access permissions to the database on another server in the customer network using Domain or Workgroup authentication.
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To enable access, follow one of the recommendations below: 1.
Use Local or Domain Policy to assign permissions to the Local System context of the Contact Center Manager Host Application Integration Service.
2.
Configure the Contact Center Manager Host Application Integration service to start with the
3.
Configure the database permissions for the Contact Center Manager Server computer access context.
Contact your Customer Network Administrator or your Database Administrator for further information about configuring the correct access permissions for connection to the database.
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Troubleshooting
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Appendix D
Sample: Using SKILLSET data types In this appendix Overview
72
Using HDX commands with SKILLSET data types in the Wizard
73
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Sample: Using SKILLSET data types
Standard 5.05
Overview When a script encounters an HDX command with a parameter of type SKILLSET, the script converts the skillset to its string equivalent (the skillset name). The skillset name passes over the HDX interface to HAI. This appendix shows a sample application of sending and retrieving HDX commands with SKILLSET parameter types to and from a database using the Database Integration Wizard.
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Sample: Using SKILLSET data types
Using HDX commands with SKILLSET data types in the Wizard For each call processed by a script using HDX commands with SKILLSET data types, the following sequence of events must occur: 1.
The script selects a primary skillset. The primary skillset is sent to the database where a counter simulates the total number of calls selected for this particular skillset.
2.
The database returns a backup skillset that can be used as an alternative to the primary skillset.
3.
The call queues to the backup skillset.
This sample application documents the steps required to use HDX commands with SKILLSET data types. Users must be familiar with scripting and the use of ODBC compliant databases.
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To use the Wizard to send and receive SKILLSET data types to and from a database 1
74
In the database (for example, MySQL), create a database table called Skillsets to store the data that will be accessed by the Database Integration Wizard.
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Sample: Using SKILLSET data types
Populate the database table with sample data that will be accessed by the Database Integration Wizard. Note: You must use valid skillset names that have been created in Contact Center Manager Administration.
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Sample: Using SKILLSET data types
3
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Standard 5.05
In the Scripting component of Contact Center Manager Administration, create the call variables for sending and receiving SKILLSET data types to and from the database. This diagram shows the full list of call variable types that you must create to run the sample scripts.
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Sample: Using SKILLSET data types
In Database Integration Wizard, use the Construct SQL statements window to construct the two SQL statements that access the data in the sample database table. Note: The SQL statement numbers below (4 and 6) are examples only.
5
Click Test Execute for each of the SQL statements to test the integrity of the system and the validity of the data.
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Sample: Using SKILLSET data types
6
Standard 5.05
In the Scripting component of Contact Center Manager Administration, use Script Manager to write and activate the script. Note: You must ensure that the values assigned to HAI_sqlno_cv are the SQL statement numbers generated by Database Integration Wizard in step 4. Example:
7
78
Test the integrity of the system and the validity of the data by sending and receiving actual calls. For each call, you must ensure that:
the count for the skillset selected by the script increments by 1
the call queues to the backup skillset rather than the primary skillset (as seen in the Skillset Real-Time Displays of Contact Center Manager Administration)
Contact Center Manager
Index A about Database Integration service 10 Database Integration Wizard 23 accepting changes 50 accessing over a network 68 adding SQL statements 46
B backing up database 55 backup conditions 55
C call processing script functionality 21 changes in Database Integration Wizard accepting 50 discarding 50 saving 50 changing Contact Center Manager scripts 51 closing the Database Integration Wizard 50 commands get response 25 select...into 31 send info 26 send request 24 communication with external databases 21 conditions for database backups 55 configuring Contact Center Manager scripts 51 HDX connections 38 system DSNs 35 target database 35 username and password for DSN 41 connection errors 67 Contact Center Manager scripts 39 CORBA interface for HDX 21 coresident installation 23
Database Integration User Guide
creating scripts 22 stored procedures 28
D data parameters for HDX 23 database backing up 55 backup conditions 55 compliancy 58 configuration overview 23 configuring target 35 restoring 56 standards for procedures 28 testing overview 23 Database Integration installation 21 licensing 21 overview of functionality 11, 20 overview of process 34 registering 22 Database Integration Wizard closing 50 starting 37 troubleshooting 66 using stored procedures 29 deleting SQL statements 48 discarding changes 50 downloading sample software 59 DSN advanced configuration 32 configuring 35 configuring system 35 configuring username and password 41 displaying 41 entering password 43 entering user name 43 exporting 55 initialization string 32 selecting 43 79
Index
E Edit statement here box 47 editing SQL statements 47 equals null for Sybase databases 32 error messages 67 examples call processing script 21 creating stored procedures 29 get response syntax 26 HDX script commands 22 send info syntax 27 send request syntax 25 exiting Database Integration Wizard 50 exporting ODBC DSNs 55 external database 35
F functions of Contact Center Manager scripts 51 Database Integration service 11, 20
Standard 5.05
introduction 23 threading model 31 Hostname not found error 67 hostnames for TAPI 39
I ignoring changes 50 initialization string for DNS 32 installing client software for external database 35 Database Integration service 21 invalid HDX object error 67 invalid provider ID 67 IP address configuring for TAPI 39 missing 67 is null in Sybase databases 32 IVR Port 40
L licensing for Database Integration service 21 local machines 68
G GET RESPONSE command 25 TIMER parameter 26
M
H
N
HDX acting as a client application 23 communicating using CORBA 21 connecting applications and callprocessing 21 connection error 67 data parameters limit 23 invalid object error 67 maximum client application connections 23 provider IDs 22 HKEY_LOCAL_MACHINE 56 Host Application Integration service
network access 68 network knowledge requirements 13 number of HDX application connections 23
80
missing hostname 67
O ODBC exporting DSNs 55 using data source administrator 35 viewing server configuration 35 opening Database Integration Wizard 37
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P passwords for DSN 43 ports for IVR 40 procedures Database Integration Wizard 29 database standards 28 storing 28 process of Database Integration 34 product knowledge requirements 13 provider ID configuring HDX connections 38 invalid 67 overview 22 purpose of Database Integration service 10
Q quitting Database Integration Wizard 50
R registering with TAPI 22 registry file entries 56 related documents 14 removing changes 50 requirements Nortel product knowledge 13 software 13 TAPI programming knowledge 13 restoring database 56
S sample software 59 saving changes 50 scripts changing to use new functions 51 configuring CCM scripts 51 example 21 in Contact Center Manager 39 testing on Contact Center Manager 52 security issues 68 SELECT...INTO command 31 Database Integration User Guide
Index
SEND INFO command 26 SEND REQUEST command 24 service Database Integration 10 software installing client drivers 35 knowledge requirements 13 SQL commands get response 25 notes for Sybase 32 select...into 31 send info 26 send request 24 SQL statements adding 46 deleting 48 testing 46 testing existing 47 truncated 47 updating 47 standards for external database 28 starting Database Integration Wizard 37 stored procedures creating 28 example of creating 29 in Database Integration Wizard 29 on database server 28 Sybase database 32 system DSN configuring 35
T TAPI configuring hostnames 39 configuring IP addresses 39 programming knowledge requirements 13 registering Database Integration service 22 target database, configuring connection 35 testing existing SQL statements 47 scripts on Contact Center Manager 52 SQL statements 46 threading model in HAI service 31 troubleshooting 66
81
Index
Standard 5.05
U updating SQL statements 47 user name on DSN 43 using ODBC data source administrator 35 stored procedures 28
V viewing ODBC server configuration 35
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Reader Response Form Contact Center Manager Product release 6.0 Database Integration User Guide
Tell us about yourself: Name: Company: Address: Occupation:
1.
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4.
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6.
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m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a RReead
Nortel Contact Center Manager Database Integration User Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Manager is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-940 6.0 Standard 5.05 September 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
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