Integrated external database to check list VIP customer

[vinhsam1009]

Dear all,

I have a list VIP customer phone about 100.000 number phones , I wanna my VIP customer call to my hotline, my UCCX will auto deliver to a CSQ-Vip

Now i don't know configure, setup IVR script to do this.

My UCCX version is 10.5

Can everybody guide me to do it ?

Thank very much !

[vinhsam1009]

Nobody can help me !! Hix

[Chintan Gajjar]

Its not clear from your post that if you already have external database setup with VIP records?

Are you looking to identify the VIP callers from ANI? how many VIP callers you have?

[vinhsam1009]

Hi Chintan,

Yes, I have a external database setup with VIP records about more than 100.000 VIP callers.

Now, i want when incoming call will lookup into SQL database for auto deliver calls to the right VIP sales or engineer.

Many thanks

[Chintan Gajjar]

You have to setup a DB lookup from UCCX script either using custom java class or built in DB lookup feature available with UCCX premium license.

Which database you are using? MS SQL, oracle?

[vinhsam1009]

My license information : 

Configured Licenses:

Package: Cisco Unified CCX Premium

Total IVR Port(s): 200

Cisco Unified CCX Premium Seat(s): 150

High Availability : Enabled

Cisco Unified CCX Preview Outbound Dialer: Enabled

Cisco Unified CCX Quality Manager Seat(s): 150

Cisco Unified CCX Workforce Manager Seat(s): 150

Cisco Unified CCX Maximum Agents: 200

My DB is using MS SQL,

Can you guide me to setup a DB lookup from UCCX script either using custom java class or built in DB lookup feature available with UCCX premium license ?

Many thanks.

[Chintan Gajjar · Accepted solution]

you can setup DB lookup in UCCX as below, its straight forward:

https://www.youtube.com/watch?v=gtupHAQXACU

https://samiamsamdotcom.wordpress.com/tag/uccx-db-integration/

Your basic script logic should be:

-->Customer Calls into script

-->Check Customer if customer is VIP(if customer ANI or entered account number found in DB)

--> if customer is VIP, directly queue them against sales CSQ

--> if not have a generalize treatment for normal callers.

[vinhsam1009]

Hi Chintan,

I have already connected UCCX with MS SQL and 

I use DB Read Script select * from DB ok.

Now i have a Customer Call into Script but i don't know how to write script to 

-->Check Customer if customer is VIP(if customer ANI or entered account number found in DB)

--> if customer is VIP, directly queue them against sales CSQ

--> if not have a generalize treatment for normal callers.

Can you guide me ?

My DB name : ListCustomerVIP have a dbo.CustomerVIP table : ID column, NoPhone column  

[Chintan Gajjar]

can you just share a snap of how you database look like?

probably run select * query and post th output or snap of the output here along with column names.

[vinhsam1009]

Hi Chintan,

I have already written a script and test successfully. Many thanks

My script is :

get CallingNumber

DB Read

DB Get /// Get NumberPhone from DB 

And comparis CallingNumber = NumberPhone use IF

true redirect to VipCSQ

false redirect to CSQ1

I have a question. What do it affect to my uccx system when integrated external DB lookup with too some callerID ? (example : high cpu, ram... )

[Chintan Gajjar]

i did not understand the question: did you mean how the DB lookup will affect your existing UCCX system? if that's the question i really don't think its gonna affect in anyway. Engineers have built this kind of integration all time without any adverse effect on uccx system, as long as you have setup your UCCX servers according to OVA template you are safe. Perhaps someone else also can chime in here and try to explain if there any adverse effect on doing DB lookup.

also please don't forget to rate all helpful posts.

[vinhsam1009]

Hi Chintan,

Thank for your reply, it help me to complete my case.

[david.macias]

What license do you have? What have you tried already? Do you have a script you're working on which you can show us?

david

[vinhsam1009]

My license information : 

Configured Licenses:

Package: Cisco Unified CCX Premium

Total IVR Port(s): 200

Cisco Unified CCX Premium Seat(s): 150

High Availability : Enabled

Cisco Unified CCX Preview Outbound Dialer: Enabled

Cisco Unified CCX Quality Manager Seat(s): 150

Cisco Unified CCX Workforce Manager Seat(s): 150

Cisco Unified CCX Maximum Agents: 200

I haved a basic script - it's working. (IVR : Welcome my comp., press 1 to sale, press 2 to engineer, press 0 to receiptionist...)

I wanna insert a DB lookup from UCCX script, check incoming calIer to auto deliver calls to right VIP sales.....