Configure SQL plugin

Configuring the UCC Share Point settings

Default Setting

  1. In your browser go the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. SharePoint site.
  2. Click on ‘Settings’.
  3. Add setting ‘UseCRM’ with value 'True'.
  4. Add setting ‘UseStatistics’ with value 'True'.

Note Please note that it could be necessary to restart the UCC service in order for the UCC service to use the new settings.

 

SQL Plugin Settings

The database connection and query settings are stored in the PluginSettingsList. This list can be configured by importing an Excel sheet with the required settings. Below is an example\template of the required plugin settings.

Scope

Setting

Value

ConnectionStringSetting

ConnectionString

Regular .net connectionstring, etiher integrated security or other username and password format.

ContactsSearchSetting

QueryByPhoneNumber

SELECT Top(50) * FROM <Table> WHERE PhoneNumber LIKE '{0}'

ContactsSearchSetting

QueryBySipUri

SELECT Top(50) * FROM <Table> WHERE Email = '{0}'

ContactsSearchSetting

SearchByName

SELECT TOP (50) * FROM <Table> Where Name like '%{0}%'

ContactsSearchSetting

SearchByUID

SELECT TOP (50) * FROM <Table> WHERE [Unique number]={0}

ContactsSearchFiltersSetting

ContactsSearchFilters

Name, SearchByName:;Unique Number, SearchByUID:

 

A brief summary of the plugin settings:

  • Setting ConnectionString is an obligatory field. This setting name can not be changed. The setting contains a connection string in the regular .net format. Can be either used with an username and password as with integrated security (provided that the UCC service account has rights to access the database.
  • Setting QueryByPhoneNumber is required if the plugin has to identify a caller on the incoming phone number. This setting should contain a sql query that retrieves information based on the phone number. Internally the phone number is converted to a different format to do a wild card search. A special phone library is used to validate that the phone number in the database and the incoming phone number are a match( the UCC uses the E164 format, a database can use entirely different formats, that is no problem as long as the format is valid phone number notation).
  • Setting QueryBySipUri is required if the plugin has to identify a caller on the incoming sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. uri (format of a sip uri sip:<username>@<domain>). The plugin removes the sip prefix internally. The remaining part of the sip uri (<username>@<domain>) will often be used to do a match on an email address field.
  • Setting ContactsSearchFilters contains the search options on a contact. These search options are shown in the search filters in the Extension Window if an agent wants to manually search for a contact.The searchfilters are stored in the format <ExtensionWindowFilterName1>,<QueryName1>:;<ExtensionWindowFilterName1>,<QueryName2>
  • Settings SearchByName and SearchByUID are manual search options in the Extension Window. These settings names can be entirely different, provided that the setting name of the search option is added to the ContactsSearchFilters as described in the previous section. The number of search options is not limited to only 2 search options. The amount of search options depends on the requirements of the customer.

 

SharePointList PluginAttributes contains the fieldsettings:

Title

SystemName

ShowOnExtensionWindow

Order

FieldType

Hyperlink

Name

FullName

TRUE

1

PhoneNumber

WorkPhone

TRUE

2

UID

Unique Number

TRUE

3

 

Premium customer

IsPremiumCustomer

TRUE

4

E-mail 1

E-mail 1

TRUE

5

E-mail 2

E-mail 2

TRUE

6

 

The Plugin Attributes are currently only used to configure the fields that will be shown in the Extension Window. The Title field is the field that will be shown as label in the Extension Window. Field SystemName contains the column name of the field in the database. A field will be shown in the extension window if ShowOnExtensionWindow is true. The order determines the order of the labels displayed in the Extension Window. FieldType is not necessary for this plugin. The Sql queries in PluginSettings determine currently how a field is used. Field Hyperlink is an optional url. It is possible to add a parameter to the url by using the SystemName. Example: https://insite-customerCRM/Contact?DbId=[ Unique Number]. The field between brackets will be replaced by the Unique Number in the customer record.

There are 2 more fields Category and OpenAutomatically. Both these options are not supported in this version of the Sql Server plugin.