Using uccx db_cra in uccx script

[jeroen1964]

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

[Jonathan Schulenberg]

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:

1. Wallboard applications accessing only the two real-time stat tables. The wallboard application should not query more frequently than once every ten seconds.
2. Designing a custom script using a lab instance of CUIC Premium and then importing that Report Definition into the on-box CUIC Standard instance.
3. (New in CCX 11.5) Off-box CUIC Premium instance.

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.

• Use the Cisco Context Service and create a POD for each interaction. Also see the blog and Cisco Live sessions BRKCCT-1005 and BRKCCT-2027 on the topic.
• Use a supported off-box SQL server and create a database row for each interaction. If the customer has a CRM it may be desirable to create a record of the interaction instead of just a row in a siloed database that is used solely for this "last agent" routing objective.