This document describes how you can integrate an enterprise database
(for example, Microsoft SQL, Oracle, or IBM DB2) with Cisco Customer Response
Solutions (CRS) Server in a Cisco IP Contact Center (IPCC) environment.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
This section provides information on enterprise databases that are
The tested and supported enterprise databases that can be integrated
with CRS include:
Microsoft SQL Server version 7
Microsoft SQL Server version 2000
Oracle version 8i
Oracle version 9i
Sybase Adaptive Server version 12
IBM DB2 version 7.2
Except Microsoft SQL Server 7 and 2000, all the other supported
enterprise databases require the installation of their respective database
clients on the CRS Server.
Complete these steps:
Install the database client on the CRS Server. The procedure varies
based on the enterprise database that you use.
Install the required ODBC drivers.
You must define an ODBC Data Source Name (DSN) before an application
script can use information from a database. The DSN informs Microsoft Windows
about how to connect the application server to an enterprise database. Complete
these steps in order to set up a DSN:
On the script server, select Start > Programs >
Administrative Tools > Data Sources (ODBC).
The ODBC Data Source Administrator window is
Click the System DSN tab.
The Create New Data Source window is
Select the driver for which you want to set up a data
For example, to create a DSN for Microsoft SQL Server, select
The Create a New Data Source to Driver window
is displayed. For example, if you chose SQL Server in the
previous step, the Create a New Data Source to SQL Server window is
Complete these steps in the Create a New Data Source to
Type a name for the new data source in the Name field.
Ensure that the name you type here matches the value entered in
the Data Source Name field in the Customer Response Applications (CRA)
Administration web interface.
Type an appropriate description in the Description field.
The information that you type in the Description field enables
the application designer to identify the purpose of the data
Select the host name or IP address from the Server list.
The host name or IP address that you select represents the
computer where the enterprise database
Another Create a New Data Source to Driver
window is displayed.
Select Windows NT or SQL Server
as the preferred authentication method.
Click Client Configuration to configure the
connection between the CRA Server and the computer where the enterprise
The Client Configuration window is displayed.
Select TCP/IP network
Type a user name in the Login ID field and a password in the
Make a note of the user name and password you choose. You require
the user name and password in order to complete the enterprise database
Click Next to complete the DSN configuration, and
to test connectivity to the selected data source.
Add the new data source to the Database Subsystem. Complete these
Select Subsystems > Database from the CRA
Administration menu bar.
The Enterprise Database Subsystem Configuration web page is
Click the Add a New Datasource hyperlink.
Another Enterprise Database Subsystem Configuration web page is
Type the name of the ODBC data source in the Data Source Name
Type a user name in the Username field. The user name you type
here is used to connect to the enterprise database.
Type a password in the Password and Confirm Password fields. This
password is used to connect to the enterprise database.
Type an appropriate number in the Maximum Number of Connections
field. The number represents the maximum number of simultaneous connections
allowed to connect to the database.
Click Add to apply changes.
The initial Enterprise Database Subsystem Configuration web page
is displayed again, with details of the data source you just
A view is a virtual table that displays a subset of a table.
Alternatively, a view combines two or more tables into a single view.
If you use views correctly, you can design a database application with
views to always allow users to access data. When you use views, you need to
assign permissions only to the views, and not to individual tables. Efficient
use of views can save time, especially when each view provides a peek into two
or more tables. Most importantly, views solve the important issue of
However, the CRS application does not support database view access. The
CRS application supports only access to actual database tables. Therefore, you
can retrieve and manipulate database information from the actual database
tables, and not from views.