database integration user guide

Nortel Contact Center ManagerDatabase Integration User Guide

Product release 6.0 Standard 5.05 September 2007

297-2183-940


Publication number 297-2183-940

Product release: 6.0Document release: Standard 5.05

Date: 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.

Database Integration User Guide v

Contents

1 Getting started 7New in this Release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10About the Database Integration service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2 Understanding the Database Integration service 19Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Database Integration service functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Using stored procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

3 Using the Database Integration service for database access or TAPI integration 33

Database Integration process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Step 1. Configure the connection to the target database. . . . . . . . . . . . . . . . . 35Step 2. Start the Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . 37Step 3. Configure HDX and TAPI server connections. . . . . . . . . . . . . . . . . . 38Step 4. Configure database connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Step 5. Construct and test SQL statements . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Step 6. Accept or discard changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Step 7. Edit the Contact Center Manager scripts . . . . . . . . . . . . . . . . . . . . . . 51

A Database Integration backup and restore 53Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Database Integration backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Database Integration restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

B Sample: Using the Wizard to connect to a database 57Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

vi Contact Center Manager

Contents Standard 5.05

Connecting the Database Integration service to a MySQL database . . . . . . . 59

C Troubleshooting 65Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Troubleshooting problems with database connections . . . . . . . . . . . . . . . . . . 68

D Sample: Using SKILLSET data types 71Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Using HDX commands with SKILLSET data types in the Wizard . . . . . . . . 73

Index 79

Database Integration User Guide 7

C h a p t e r 1

Getting started

In this chapterNew 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

8 Contact Center Manager

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 proceduresThe 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 commandAdditional 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 feature-related:

“Using a question mark (?) to represent an unknown parameter” on page 9“SQL queries and GET RESPONSE timeout” on page 9


September 2007 Getting started

Using a question mark (?) to represent an unknown parameterInformation 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 timeoutYou 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.



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.



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 scriptperform database modificationsretrieve data from the TAPI server and place the information in a Contact Center Manager scriptattach data to a call using a Contact Center Manager script

The Database Integration service allows you to do this without custom interface programming.



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:

the Database Integration serviceusing the Database Integration Wizard to configure the Database Integration servicetroubleshooting the Database Integration servicean example of the general process used to connect the Database Integration service to a sample database



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 ManagerContact Center Manager scriptingHost 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 architectureMicrosoft 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 managementTAPI programmingOpen Database Connectivity (ODBC)troubleshooting



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 engineering guidelines, and server requirements

Contact Center Planning and Engineering Guide

297-2183-934

Nortel Contact Center Manager CapTool User’s Guide

297-2183-935

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 configuration and requirements

Contact Center Manager Server Technical Requirements and Operating System Configuration Guide

297-2183-212



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

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




Communication Control Toolkit Installation and Maintenance Guide

297-2183-946

Contact Center Multimedia Installation and Maintenance Guide

297-2183-929

Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0

297-2183-227

Scripting Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX

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 Control Center Administrator’s Guide

297-2183-932

Administering contact centers

Contact Center Manager Administrator’s Guide

297-2183-927

Supervising contact centers

Contact Center Manager Supervisor’s Guide

297-2183-928

Contact Center Historical Reporting and Data Dictionary

297-2183-914

Handling contacts Contact Center Agent Desktop User Guide

297-2183-945




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:

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 toolsdownload technical documents, release notes, and product bulletinssign up for automatic notification of new software and documentationsearch the Technical Support Web site and Nortel Knowledge Base for answers to technical issuesopen and manage technical support cases

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.

http://www.nortel.com/espl

http://www.nortel.com/helmsman

http://www.nortel.com/support



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.

http://www.nortel.com/callus

http://www.nortel.com/erc


C h a p t e r 2

Understanding the Database Integration service

In this chapterOverview 20

Database Integration service functionality 21

Using stored procedures 28


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 scriptretrieve data from the TAPI server and place the information in a Contact Center Manager scriptperform database modificationsattach data to a call using a Contact Center Manager script

The Database Integration service allows you to do this without custom interface programming.


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) serviceregisters 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 overviewThe 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:



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 HDXThe 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.



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 HDXthe support required for the TAPI connection (that is, whether to enable or disable support for TAPI) the TAPI server Host Name or IP Addressthe 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 servicethe 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.



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 TAPISEND 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 REQUESTYou 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.



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 RESPONSEAll 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:



SUCCESSFAILEDNODATA

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.



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



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

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



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.

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:

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.



DROP PROCEDURE 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



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 onlyWhen 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 procedureSEND 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.



Using stored procedures in OracleWhen 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 SybaseThe 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.

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.


C h a p t e r 3

Using the Database Integration service for database access or TAPI integration

In this chapterDatabase Integration process overview 34

Step 1. Configure the connection to the target database 35

Step 2. Start the Database Integration Wizard 37

Step 3. Configure HDX and TAPI server connections 38

Step 4. Configure database connections 41

Step 5. Construct and test SQL statements 44

Step 6. Accept or discard changes 49

Step 7. Edit the Contact Center Manager scripts 51


Using the Database Integration service for database access or TAPI integration Standard 5.05

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 databaseStart 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.


September 2007 Using the Database Integration service for database access or TAPI integration

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.



4 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.

6 Configure the remaining fields to allow successful connection to the database.

7 Click OK.



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.



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:



1 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.



To configure and test the TAPI connectionIn 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:

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.


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.



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.



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 <Domain>/<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.



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.


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.



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.



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

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 = ?

%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.

%NETWORKCALLID%

The Network Call ID of the call being processed by the 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.



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:

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.



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.



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.



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.



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.



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 scriptOn 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.




Note:

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.

3 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.


A p p e n d i x A

Database Integration backup and restore

In this appendixOverview 54

Database Integration backup 55

Database Integration restore 56


Database Integration backup and restore Standard 5.05

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.


September 2007 Database Integration backup and restore

Database Integration backup

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.

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.


Database Integration backup and restore Standard 5.05

Database Integration restore

To restore the configuration

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.


A p p e n d i x B

Sample: Using the Wizard to connect to a database


Connecting the Database Integration service to a MySQL database 59


Sample: Using the Wizard to connect to a database Standard 5.05

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.


September 2007 Sample: Using the Wizard to connect to a database

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 Server Installer for Windows 95/98/2000/XP/2003

http://dev.mysql.com

MySQL Connector/ODBC 3.51 Driver Installer for Windows


MySQL Administration 1.1 for Windows 95/98/NT/2000/XP




Installing and configuring the MySQL database serverOn 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 softwareOn 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 connectionOn the server in Contact Center Manager, perform the database connection configuration as follows:

1 Install the MySQL Connector/ODBC 3.51 Driver on the server in Contact Center Manager Release 6.0.



2 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].



To configure the Contact Center Manager scriptOn 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.




Note:

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.

3 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.


A p p e n d i x C

Troubleshooting


Error messages 67

Troubleshooting problems with database connections 68


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.


September 2007 Troubleshooting

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 HDX connections are all used up. Deregister some other HDX provider to free a connection.



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.


September 2007 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 <Domain>/<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.


A p p e n d i x D

Sample: Using SKILLSET data types


Using HDX commands with SKILLSET data types in the Wizard 73


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.


September 2007 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.



To use the Wizard to send and receive SKILLSET data types to and from a database

1 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.



2 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.



3 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.



4 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.



6 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 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)


Index

Aabout

Database Integration service 10Database Integration Wizard 23

accepting changes 50accessing over a network 68adding SQL statements 46

Bbacking up database 55backup conditions 55

Ccall processing script functionality 21changes in Database Integration Wizard

accepting 50discarding 50saving 50

changing Contact Center Manager scripts 51closing the Database Integration Wizard 50commands

get response 25select...into 31send info 26send request 24

communication with external databases 21conditions for database backups 55configuring

Contact Center Manager scripts 51HDX connections 38system DSNs 35target database 35username and password for DSN 41

connection errors 67Contact Center Manager scripts 39CORBA interface for HDX 21coresident installation 23

creatingscripts 22stored procedures 28

Ddata parameters for HDX 23database

backing up 55backup conditions 55compliancy 58configuration overview 23configuring target 35restoring 56standards for procedures 28testing overview 23

Database Integrationinstallation 21licensing 21overview of functionality 11, 20overview of process 34registering 22

Database Integration Wizardclosing 50starting 37troubleshooting 66using stored procedures 29

deleting SQL statements 48discarding changes 50downloading sample software 59DSN

advanced configuration 32configuring 35configuring system 35configuring username and password 41displaying 41entering password 43entering user name 43exporting 55initialization string 32selecting 43


Index Standard 5.05

EEdit statement here box 47editing

SQL statements 47equals null for Sybase databases 32error messages 67examples

call processing script 21creating stored procedures 29get response syntax 26HDX script commands 22send info syntax 27send request syntax 25

exiting Database Integration Wizard 50exporting ODBC DSNs 55external database 35

Ffunctions of

Contact Center Manager scripts 51Database Integration service 11, 20

GGET RESPONSE

command 25TIMER parameter 26

HHDX

acting as a client application 23communicating using CORBA 21connecting applications and call-

processing 21connection error 67data parameters limit 23invalid object error 67maximum client application connections 23provider IDs 22

HKEY_LOCAL_MACHINE 56Host Application Integration service

introduction 23threading model 31

Hostname not found error 67hostnames for TAPI 39

Iignoring changes 50initialization string for DNS 32installing

client software for external database 35Database Integration service 21

invalid HDX object error 67invalid provider ID 67IP address

configuring for TAPI 39missing 67

is null in Sybase databases 32IVR Port 40

Llicensing for Database Integration service 21local machines 68

Mmissing hostname 67

Nnetwork access 68network knowledge requirements 13number of HDX application connections 23

OODBC

exporting DSNs 55using data source administrator 35viewing server configuration 35

opening Database Integration Wizard 37


September 2007 Index

Ppasswords for DSN 43ports for IVR 40procedures

Database Integration Wizard 29database standards 28storing 28

process of Database Integration 34product knowledge requirements 13provider ID

configuring HDX connections 38invalid 67overview 22

purpose of Database Integration service 10

Qquitting Database Integration Wizard 50

Rregistering with TAPI 22registry file entries 56related documents 14removing changes 50requirements

Nortel product knowledge 13software 13TAPI programming knowledge 13

restoring database 56

Ssample software 59saving changes 50scripts

changing to use new functions 51configuring CCM scripts 51example 21in Contact Center Manager 39testing on Contact Center Manager 52

security issues 68SELECT...INTO command 31

SEND INFO command 26SEND REQUEST command 24service

Database Integration 10software

installing client drivers 35knowledge requirements 13

SQL commandsget response 25notes for Sybase 32select...into 31send info 26send request 24

SQL statementsadding 46deleting 48testing 46testing existing 47truncated 47updating 47

standards for external database 28starting Database Integration Wizard 37stored procedures

creating 28example of creating 29in Database Integration Wizard 29on database server 28

Sybase database 32system DSN configuring 35

TTAPI

configuring hostnames 39configuring IP addresses 39programming knowledge requirements 13registering Database Integration service 22

target database, configuring connection 35testing

existing SQL statements 47scripts on Contact Center Manager 52SQL statements 46

threading model in HAI service 31troubleshooting 66


Index Standard 5.05

Uupdating SQL statements 47user name on DSN 43using

ODBC data source administrator 35stored procedures 28

Vviewing ODBC server configuration 35

Reader Response FormContact Center Manager Product release 6.0Database Integration User Guide

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4. What chapters, sections, or procedures did you find hard to understand?_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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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.

Reader Response Form

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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: 297-2183-940

Product release: 6.0

Document release: Standard 5.05Date: September 2007

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