10-12-2016 05:31 AM - last edited on 03-25-2019 07:30 PM by ciscomoderator
One of our customers wants to know if the following scenario is possible:
UCCX agent calls a customer. Later, this customer calls back to the company and enters uccx. In the script I would like to determine first if this customer has been in touch with an agent before, and if so, I will route the call to that agent directly. If not, the second step is to determine if this customer has been called by one of the agents, (using db_cra contactcalldetail records/resource tabel) and of so route the customer to that agent. If both are negative, then we would route the call to the appropriate CSQ.
For this to work I need access from a uccx script to the uccx db_cra database. when trying to define the datasource on the uccx server, there is no option to select the proper class "com.informix.jdbc.IfxDriver"
Is there a way to achieve the above scenario using db_cra?
Thanks in advance for your help !
Jeroen
10-12-2016 08:03 AM
What you are attempting to do is definitely not supported by Cisco. There are only three supported use cases for the ODBC connection to db_cra:
There are two supported ways to accomplish what the customer is asking for. In either scenario, you're going to store a record of the customer customer interaction and it's related metadata (e.g. the agent who handled that interaction) to an external location. Subsequent interactions with that same customer would then query for the relevant record(s) and act based on the data returned.
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