Enterprise Data Integration with ICM

Answered Question

Hello,

I have a couple of questions :

1- Which types of enterprise databases can be integrated with ICM ? ODBC ?

If yes, do we have to install the ODBC driver before configuring lookup tables in the Configuration Manager so that we can use the DB lookup node ?

2- Can Application Gateway make a lookup from any type of database ?

Thanks a lot.

DBWorker when installed and configured can only lookup against a Microsoft SQL Server database. You configure the SQL login information (hostname, user and password) in the registry for the Router and configure the table and request in the Config tool and script editor. There are a number of restrictions on DB Lookup.


So, no - you don't have to install any driver. The DBworker process can handle the connection and run the query you configure.


An Application Gateway is a totally different beast.


You can make one of these on Unix in C, on Windows in VB.NET and so on. The protocol between it and ICM is well defined, but the back end can do anything you like - talk to a database, a web service, read a file.


Cisco don't care what it does on that side, as long as it understands requests and responses and supports the heartbeat thread.


The third way of doing an Enterprise DB lookup is from IP IVR or CVP (I'm assuming UCCE). You can write custom Java classes to talk to any database, any web service and so on.


Regards,

Geoff



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Correct Answer

DBWorker when installed and configured can only lookup against a Microsoft SQL Server database. You configure the SQL login information (hostname, user and password) in the registry for the Router and configure the table and request in the Config tool and script editor. There are a number of restrictions on DB Lookup.


So, no - you don't have to install any driver. The DBworker process can handle the connection and run the query you configure.


An Application Gateway is a totally different beast.


You can make one of these on Unix in C, on Windows in VB.NET and so on. The protocol between it and ICM is well defined, but the back end can do anything you like - talk to a database, a web service, read a file.


Cisco don't care what it does on that side, as long as it understands requests and responses and supports the heartbeat thread.


The third way of doing an Enterprise DB lookup is from IP IVR or CVP (I'm assuming UCCE). You can write custom Java classes to talk to any database, any web service and so on.


Regards,

Geoff



I would really not call the "Application Gateway" an "option", since you cannot get one from Cisco. You can buy one from a number of sources, or you can build one yourself. Your ICM licence entitles you to connect to an Application Gateway.


page 46 - "Cisco Customer Contact Solutions Ordering Guide" Agust 2007.


"The Unified CCE Server license entitles the user to deploy all of the necessary components required for Unified CCE voice deployments, specifically:

...

Application Gateway

..."


Regards,

Geoff

Igor1906 Tue, 09/11/2007 - 09:21
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Hello colleagues!


There is one issue. Where can I buy or download Toolkit for developing custom application gataway based services? This Toolkit or examples can be downloaded free or i must buy it?


Thanks for comments.


smalyshev Tue, 10/02/2007 - 13:15
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Hi Geoff,


I am looking for documentation on Protocol for ICM Application Gateway. I want to evaluate this solution.

I don't see it on CISCO site.

Can you help?


Thank

Sergei

Sergei,


The document you are looking for is called GED-145. In case you don't know, GED stands for "GeoTel Engineering Document". The complete document name is:


"GEOTEL Application Gateway GED-145" written by Larry Johnson (November 1996).


Larry was one of the ex-Stratus engineers who started GeoTel.


I have a copy I can send you if you cannot find this on the Cisco Web site.


Regards,

Geoff


smalyshev Tue, 10/09/2007 - 13:50
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Thank you Geoff,


I would greatly appreciate if you can Email it to me: [email protected]


>>to build and release an ICM Gateway you will need a Dev Support Contract, together with the documentation on GED145 you will get also support on your implementation specific needs

I will consider it as logical next step.

We cannot get in touch with our CISCO rep for the last two weeks.

Riccardo Bua Sat, 10/06/2007 - 08:52
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  • Cisco Employee,

Hi Sergei,


to build and release an ICM Gateway you will need a Dev Support Contract, together with the documentation on GED145 you will get also support on your implementation specific needs.


Regards,


Riccardo

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