Connecting to Azure SQL

After a audio call or text message between a customer and a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. has completely terminated, all interactions controlled by that UCC (timestamps, Agents, transfers, supervisors, recording locations, QM scores, etc.) will be stored as a new record in the SQL CDR database.

An Anywhere365 Manager can leverage the CDR database to extract Dialogue data (i.e. all historic interactions of customers with agents or an Aywhere365 UCC) using PowerBI.

UniversalTimeline

Anywhere365 Agents using the WebAgent can see historic dialogues with a customer if they call from same number (or send email from the same address) in the Universal Timeline shown in the WebAgent while they are connected to the customer. The Universal Timeline service will only read from the database and relay information to the agent through an Anywhere365 DialogueCloud UCC.

Call Classification and ScreenRecordings

Anywhere365 Agents using the WebAgent can add a Classification during, or after, a dialogue with a customer tagging the conversation with a predefined value from a dropdown list, to mark the topic or type of conversation. This will be appended to the CDR record of that specific conversation, even after the dialogue with customer has ended. The CallProperty Service will write/append this Classification to an existing record in the CDR database.
Similarly when using Snapper to enable Screen Recording and the ScreenRecodings are copied to a SharePoint library, the CallProperty Service will write/append the ScreenRecording filename and location to an existing record in the CDR database.

Anywhere365 Agents using WebAgent for text based dialogues with customers (like e-mails, WebChats, WhatsApps, or various others) will get these messages through a database specifically for the Anywhere365 Dialogue Manager.

One of various Dialogue Providers (coming from an external Dialogue Partner source) connected to Anywhere365 Dialogue Manager will relay each message to an Agent and each message back to a customer, stored in the Dialogue Manager database. All message routing to and from agents is consecutively managed by an Anywhere365 Dialogue Cloud UCC to the Agents WebAgent interface.

1. Connect SQL Server Management Studio (SSMS) to the azure database server with the admin account (see azure).

   

2. Add login for the user and create to user for the master database, by submitting the following query to the master database: (change username).

   Note: When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &
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   SQL

   CREATE LOGIN sa_username
   WITH PASSWORD = 'Password'
   GO
   CREATE USER sa_username FROM LOGIN sa_username;

3. Create a user for the database and give permissions, by submitting the following query to the CDR database

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   SQL

   CREATE USER sa_username FROM LOGIN sa_username;
   EXEC sp_addrolemember 'db_owner', 'sa_username';

More information on:

https://azure.microsoft.com/nl-nl/blog/adding-users-to-your-sql-azure-database/

1. Set Active Directory Admin from within the Azure Portal

   

2. Connect to server via SQL Server Management Studio (SSMS) with account set on step 1

   

   Use the ‘Active Directory – Universal with MFA support’ authentication method.

   Choose for Connect (and optionally follow the MFA steps to complete the login)

3. Run the following queries

   1. Run this query against the Master (instance):

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      SQL

      CREATE USER "<ME-ID user address>" FROM EXTERNAL PROVIDER;
      ALTER ROLE dbmanager ADD MEMBER [ME-ID user address];

      For example:

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      SQL

      CREATE USER "user.name@anywhere365.net" FROM EXTERNAL PROVIDER;
      ALTER ROLE dbmanager ADD MEMBER [user.name@anywhere365.net];

   2. Run this query against the UCC database:

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      SQL

      CREATE USER "<ME-ID user address>" FROM EXTERNAL PROVIDER;
      EXEC sp_addrolemember 'db_owner', "<ME-ID user address>";

      For example:

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      SQL

      CREATE USER "user.name@anywhere365.net" FROM EXTERNAL PROVIDER;)
      EXEC sp_addrolemember 'db_owner', “user.name@anywhere365.net";)

1. Navigate to the UCC Config page

2. Open the Settings list

3. Edit the setting "CDRConnectionString"

4. Enter the connection string with username and password for Azure SQL

   Format when using an SQL Account:

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   Connection string

   Server=tcp:<server>.database.windows.net,1433;Initial Catalog=<cdr-database-name>;User ID=<sa_username>;Password=password

   Format when using an AD Account:

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   Connection string

   Server=tcp:<server>.database.windows.net;Initial Catalog=<cdr-database-name>;Persist Security Info=False;User ID=<AD_username>;Password=password;Encrypt=True;TrustServerCertificate=False;Authentication="Active Directory Password";

Note: Upon startup of the service the database is checked for having the correct db schema, if not it will be created (or updated in case a schema update is required for a new version of the software). The requested access rights have the proper permissions to perform these actions.

For connecting a UCC to the DialogueManager database follow the steps on the Installing DialogueManager page. Learn More