Transcript
inContact NG DB Connector
Reference Manual
inContact NG DB Connector Reference Manual
Title NG DB Connector Reference Manual Revision 062413 Copyright ©2013 inContact, Inc
About inContact, Inc. provides the market leading on-demand contact center inContact platform, inContact, to over 750 contact centers across the globe.
With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered through a Software-as-a-Service (SaaS) model, inContact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit www.incontact.com.
Contributors inContact would like to acknowledge the many individuals who helped
complete this NG DB Connector Reference Manual. We would also like to thank our customers who inspire our commitment to extreme customer satisfaction.
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Table of Contents
Table of Contents Table of Contents ............................................................................. 3 Introduction .................................................................................... 4 Requirements .................................................................................. 5 DB Connector Groups and Connectors ................................................. 7 Download and Installation ............................................................... 10 Launch the DB Connector.exe .......................................................... 19 Create a DB Connector Group .......................................................... 21 Create Connectors .......................................................................... 28 Edit a DB Connector Group .............................................................. 38 Registering Connectors ................................................................... 46 Starting the DB Connector Service .................................................... 57 Starting DB Connector on a Different Computer .................................. 61 Stopping and Removal of DB Connector............................................. 73 Appendix A - inControl Actions ......................................................... 79
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Introduction
Introduction DB Connector is a Windows-based service that acts as a gateway between inContact and the customer’s corporate database. When an inContact script performs a SQL action, the query will be directed to the DB Connector for processing. The DB Connector will then pass the query through to the corporate database using a configured OLE DB account. The OLE DB driver passes the query to the database and then returns the result back to inContact via the DB Connector.
DB Connector has been validated against Microsoft SQL Server, Oracle, and MySQL. Since DB Connector utilizes Microsoft’s standardized OLE DB technology, other database types are compatible so long as the DB Connector workstation has been installed with the vendor’s OLE DBcompliant drivers.
There are two components, the web interface in inContact Central and the DB Connector.exe which is installed on the local computer with access to the database.
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Requirements
Requirements The following technical requirements must be met prior to installing DB Connector.exe: •
As a Windows service, DB Connector runs on a workstation or server running Microsoft Windows 2000 (or better).
•
The workstation / server must have Internet access to a handful of IP addresses that constitute access points to the inContact platform. For a list of ports, refer to the inContact Open Ports Request document.
•
The workstation / server must have visibility to the database. (If the database happens to run on an MS Windows server, the DB Connector.exe can run on the same machine. This configuration is not required, however.)
•
The workstation / server must have the appropriate database driver (i.e., ADO or ODBC).
•
The database driver must have the appropriate credentials to access the database. It is a security measure to use a database user account that has sufficient access but not excessive access. For example, if the IVR only needs to read from the database, it is recommended to use an account limited to read-only permissions.
•
If a MySQL database is being used, a free/open source MySQL OLE DB Driver must be downloaded. You are not required to use a specific driver, but a recommended driver that has been tested can be found at http://sourceforge.net/projects/myoledb/. This driver is not compatible with Windows Vista 64-bit. A commercial driver that interfaces with MySQL can be found at http://cherrycitysoftware.com/CCS/Providers/ProvMySQL.aspx
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Requirements
•
If an Oracle database is being used an Oracle OLE DB Driver must be downloaded. The recommended driver complies with the OLE DB specification and can be found at http://www.oracle.com/technology/tech/windows/ole_db/index.html
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n d Connectors DB Connector Groups and
DB Connector Groups and Connectors A Database Connector Group (DB Connector Group) is a structural way to create a failover pattern for multiple databases. If you do not need to create a redundant system, the DB Connector Group can contain one connector.
Group 1 DB Connector 1 Database
If you need multiple connectors for redundancy, there are several options.
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n d Connectors DB Connector Groups and
Scenario 1:
For example, Group 1 has three DB Connectors. This means that there are three separate connection instances to the database. A single connector could fail, and traffic would be re-routed through the second connector. If the second connector failed the third connector would take over. If the database itself failed, the system would be down
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n d Connectors DB Connector Groups and
Scenario 2:
Group 1 has two DB Connectors. The first DB Connector is pointing to the primary side of the database. The second DB Connector is pointing to the secondary side of the database. A single connector could fail, and traffic would be re-routed through the other connector. An instance of the database could fail, and the traffic would be re-routed to the replicated copy of the database.
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Download and Installation
Download and Installation 1. Log in to inContact NG Central. 2. Select the Support > Software Update menu. 3. The Software Update page appears.
4. Select the DBConnector.msi link.
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Download and Installation
The File Download - Security Warning window opens.
5. Click the Save button. 6. Save the file to your desktop.
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Download and Installation
7. Once the download is complete, click the Close button. 8. Minimize inContact NG Central to show your desktop.
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Download and Installation
The DBConnector.msi icon should appear.
9. Double-click the DBConnector.msi icon.
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Download and Installation
The Open File – Security Warning window displays.
10.
Click the Run button.
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Download and Installation
The DB Connector Wizard opens.
11.
Click the Next > button.
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Download and Installation
12.
Select the folder in which you would like to save the DB Connector.
13.
Select the Just me radio button.
14.
Click the Next > button.
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Download and Installation
The Confirm Installation page will appear.
15.
To start the installation click the Next > button.
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Download and Installation
The Installation Complete page will appear upon a successful installation.
16.
Click the Close button.
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Launch the DB Connector.exe
Launch the DB Connector.exe 1. Select the Start > All Programs > inContact > DB Connector.exe menu item.
The DB Connector Login window opens.
2. Enter your Username. 3. Enter your Password. 4. Click the Login button.
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Launch the DB Connector.exe
The inContact - DB Connectors window opens.
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Create a DB Connector Group
Create a DB Connector Group Groups are a way to associate multiple Data Base Connectors so that a failover order can be put in to place.
1. In inContact NG Central, select the Manage > Account Settings > DB Connectors menu.
The DB Connector Groups page appears.
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Create a DB Connector Group
2. Click the New button.
3. Select the DB Connector Groups option.
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Create a DB Connector Group
The DB Group Information page appears.
4. Enter a Name for your new group. 5. Enter a Description for the group. 6. Click on the Create DB Group button.
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Create a DB Connector Group
The Details and confirmation for your new DB Connector page appears. The new DB Connector Group appears in the Groups column.
7. Select the Contacts tab
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Create a DB Connector Group
8. Click the Edit button.
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Create a DB Connector Group
Enter the contact information for the person at your company who should be contacted in case of a database connector failure. For example, someone in the IT department.
9. Enter the Name in the textbox. 10.
Enter the Email in the textbox.
11.
Enter the Phone in the textbox.
12.
Click the Done button.
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Create a DB Connector Group
The Connector Priority and Failover tabs can only be configured after individual DB connectors are created. When you create a DB Group or Connector in Central, it will also appear in the DB Connector.exe interface installed on your computer.
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Create Connectors
Create Connectors Connectors are the pieces of DB Connector which will act as the communication mechanism from the IVR script to your (the customer’s) database and back to the ACD
1. In Central, select the Manage > Account Settings > DB Connectors menu
2. Click the New button. Page | 28
Create Connectors
3. Select the Database Connectors option.
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Create Connectors
The DB Connector Information page appears.
4. Enter the Name of the DB Connector. 5. Enter the Description. 6. Select the DB Connector Group from the picklist. 7. Enter the Thread Pool. This is the number of concurrent tasks (or threads) that can be occurring at the same time. This is a parameter that can be tuned to provide the best performance. A larger thread pool increases resource usage. Page | 30
Create Connectors
8. Click the
button.
A confirmation message displays.
9. Click the same group.
button to add another DB Connector in the
Each DB Connector created will appear in the DB Connector Group to which it was assigned.
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Create Connectors
10.
Click the Logging tab.
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Create Connectors
The Logging captures activity to and from DB Connector. It is recommended to turn on detailed logging while testing. The log file location is specified in the DB Connector.exe.
11.
Click the Edit button.
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Create Connectors
12.
If needed, select the Log all activity check box.
13.
If needed, select the Include more detail check box.
14.
Click the Health Check tab.
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Create Connectors
A Health Check queries the database every thirty seconds to make sure there is not a problem with the connection. The Health Check tab allows you to specify the query to be used.
15.
Click the Edit button.
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Create Connectors
16.
Select the check box to enable a Health Check every thirty seconds.
17. Enter the SQL query which will be run as a health check. It is recommended to create a simple select query. 18.
Click the Windows Service tab.
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Create Connectors
The Window Services displays information regarding DB Connector. Once the DB Connector is registered in the DB Connector.exe on the local computer, the information will display in the tab.
Repeat the steps to create multiple DB Connectors in a group.
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Edit a DB Connector Group
Edit a DB Connector Group Once multiple DB Connectors have been created in a group, the group must be edited to configure Connector Priorities and Failover properties.
1. In Central, select the Manage > Account Settings > DB Connectors menu 2. Click on the DB Connector group.
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Edit a DB Connector Group
The Details page for the group appears.
3. Click the Edit button to edit the Name and Description of the Group. 4. Click the Connector Priority tab.
Connector Priority tells the ACD which connector should be getting the commands and which connector will take over in the case of a fail over. By default the priority order is the order in which you made the connectors
5. Click the Edit button to edit the Priority Order. Page | 39
Edit a DB Connector Group
6. Click the arrow buttons to reorder the connectors. 7. Click the Done button. 8. Select the Failover link
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Edit a DB Connector Group
By default, the failover is disabled.
9. Click the Edit button to edit the Failover selection.
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Edit a DB Connector Group
10.
Select the check box to Allow Failovers.
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Edit a DB Connector Group
You may enter specific errors that you need to cause a failover. To catch all database errors, perform the following steps:
11.
Select the radio button For only those errors listed below.
12.
Click the New button.
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Edit a DB Connector Group
13. Enter Exception in the Error textbox. All database errors begin with the word Exception. 14.
Click the Add button.
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Edit a DB Connector Group
15.
Click the Done button.
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Registering Connectors
Registering Connectors The set up of the individual connectors and the Connector group, for example Logging, Connector priority and Failover, must be configured before a connector is registered. Once a connector is registered, it cannot be edited without first being unregistered.
1. Open the DB Connector.exe application on the local computer.
2. Select the needed DB Connector. Page | 46
Registering Connectors
3. Click the
button.
The Reminder to Activate window will open.
4. Click the OK button. Page | 47
Registering Connectors
5. Click the Configure button.
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Registering Connectors
The Data Link Properties window opens
6. Click the Provider tab
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Registering Connectors
7. Select the appropriate OLE DB provider for the type of data you want to access. 8. Click the Next button.
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Registering Connectors
The Connection tab opens. This tab lets you specify where your data is located and how to connect to it using an OLE DB provider. Note! The Connection tab is the default tab that opens. If you do not need to change the OLE DB provider, it is not necessary to go to the previous tab.
9. Choose an option from under Specify the Source of Data. 10. Select an option from the picklist under Use data source name or Use a connection string by entering it or clicking the Build button.
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Registering Connectors
11.
Enter a User name and Password to log on to the server.
12. If needed, select the check box next to Blank password and/or Allow saving password to activate the option. These options are not recommended. 13.
If needed, select from the Enter the initial catalog to use picklist.
14.
Click the Test Connection button.
The results of your test will open.
15.
Click the OK button.
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Registering Connectors
16.
Click the OK button.
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Registering Connectors
17. If necessary, change the location of the Log file. Note! This option will be grayed out if the Logging is not activated in the DB Connector set up in Central. The connector will be registered.
18. In Central, select the Manage > Account Settings > DB Connectors menu 19.
Select the DB Connector you configured.
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Registering Connectors
20.
Click the Activate button
The DB Connector is now activated and available to use.
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Registering Connectors
To deactivate a DB Connector, click the Deactivate button.
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Starting the DB Connector Service
Starting the DB Connector Service Once a DB Connector has been configured in Central, Registered in the DB Connector.exe and Activated in Central, it needs to be started to pass data. This allows the configuration of the system, without having the connector services started.
1. Open the DB Connector.exe on the local computer.
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Starting the DB Connector Service
2. Select the needed DB Connector. Notice the status of the DB Connector is indicated in parenthesis next to the name. The DB Connector is currently stopped.
3. Click the
button
The service will be started.
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Starting the DB Connector Service
Notice the status is now started.
4. In Central, return to the DB Connector settings.
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Starting the DB Connector Service
The information now displays in the Windows Services tab
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Starting DB Connector on a Different Computer
Starting DB Connector on a Different Computer Once a DB Connector has been configured in Central, Registered in the DB Connector.exe and Activated in Central, it needs to be started on a different computer to pass data. This allows the configuration of the system, without having the connector services started.
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Starting DB Connector on a Different Computer
1. Click the installed.
button on the computer where the database is
2. Right-click the My Computer button. 3. Select the Manage picklist.
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Starting DB Connector on a Different Computer
The Computer Management window displays 4. Double-click Services and Applications.
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Starting DB Connector on a Different Computer
5. Double-click Services.
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Starting DB Connector on a Different Computer
6. Select the Services. It will be titled [inContact][groupname][connectorname]. 7. Right-click the Services and select Properties.
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Starting DB Connector on a Different Computer
8. Click the tab Log On. 9. Select the This Account radio button. 10.
Click the Browse button.
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Starting DB Connector on a Different Computer
11.
Click the Locations button.
12.
Select the Entire Directory picklist.
13.
Click the OK button.
14. Enter the Object Name in the Name textbox. The Object Name is the name of the DB Connector. Page | 67
Starting DB Connector on a Different Computer
15.
Click the Check Names button.
16.
Select the Object Name.
17.
Click the OK button.
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Starting DB Connector on a Different Computer
18. Enter the Windows password in the Password and Confirm password textbox. 19.
Click the OK button.
20.
Open the DB Connector.exe on the computer where it is installed.
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Starting DB Connector on a Different Computer
21.
Select the needed DB Connector.
Notice the status of the DB Connector is indicated in parenthesis next to the name. The DB Connector is currently stopped.
22.
Click the
button
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Starting DB Connector on a Different Computer
The service will be started.
Notice the status is now started. Page | 71
Starting DB Connector on a Different Computer
23.
In Central, return to the DB Connector settings.
The information now displays in the Windows Services tab
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Stopping and Removal of DB Connector
Stopping and Removal of DB Connector To uninstall DB Connector all connectors must first be stopped. Once all connectors are stopped DB Connector may be removed through the Windows Control Panel.
1. Open the DB Connector.exe on the local computer.
2. Select the needed DB Connector. Page | 73
Stopping and Removal of DB Connector
Notice the status of the DB Connector is indicated in parenthesis next to the name. The DB Connector is currently started.
3. Click the
button
The service will be stopped.
Notice the status is now stopped.
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Stopping and Removal of DB Connector
4. Click the installed on.
button on the computer DB Connector.exe is
5. Click the Control Panel button.
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Stopping and Removal of DB Connector
The Control Panel appears. 6. Double-click the Add or Remove Programs icon.
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Stopping and Removal of DB Connector
The Add or Remove Programs window displays 7. Select DB Connector.
8. Click
.
The Add or Remove Programs confirmation window displays. Page | 77
Stopping and Removal of DB Connector
9. Click
.
DB Connector is now removed.
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Appendix A - inControl Actions
Appendix A - inControl Actions In inControl there are four actions associated with DB Connector. They are located in the Data Access tab, these actions are:
1. Setdb - Allows you to pick the DB Connector Group needed. Selected by the property Group Name
2. SQLSelect - Allows you to query one row and returns that DataSet back to the script. The columns can be accessed with the following notation {ColumnName}
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Appendix A - inControl Actions
3. SQLTable - Allows you to query an entire table and returns that DataSet back to the script. The columns can be access with the following notation {ColumnName [1]} Note! inControl arrays are indexed as 1,2,3 not 0,1,2,3.
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Appendix A - inControl Actions
4. SQLExec - Allows you to call a stored procedure.
An example of a SQL SELECT & SQL EXEC action
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Appendix A - inControl Actions
An example of a SQL TABLE & SQL EXEC action
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