Instruction manual

Open Database Connectivity CentreVu® CMS Open Database Connectivity
General Information 1-1
Chapter 1: Open Database Connectivity
General Information 1
Overview 1
This chapter presents an overview of the CentreVu® Call Management
System (CMS) Open Database Connectivity (ODBC) feature, its interaction
with other
CentreVu CMS features, and its performance impact. An overview
of ODBC functionality and its interaction with the
CentreVu CMS database is
also included.
ODBC Feature 1
Overview 1
An OpenLink
*
ODBC driver provides the ODBC communication and
connectivity that allows external data access to the
CentreVu CMS database,
and is installed at the call center. The driver supports
Solaris
†
, Windows 95
‡
,
and
Windows NT
§
clients. All historical CMS database tables, dictionary
tables, and customer-provided tables can be accessed by ODBC clients
through standard ODBC-enabled software applications. All standard
Structured Query Language (SQL) queries generated by the user
applications are supported by the ODBC driver as limited by permissions.
Table-level, read-only permissions restrict access to database tables. The
tables accessible in the
CentreVu CMS Release 3 Version 8 database are
described in detail in Chapter 3, “Database Tables.”
Queries 1
Queries can be generated from client to server and from user applications.
The ODBC driver is installed on the server, and the accompanying software
is installed on the clients. The extracted data can be used in workforce
management packages, network routers, and blended inbound/outbound
applications. Any application that supports ODBC functionality can access
permissible tables; for example, the CMS Dictionary.
The same recommendations for composing queries in the CMS custom
report editor also apply to ODBC queries. For example, accessing large
tables such as the split/skill or agent tables, or joining tables in queries may
have a negative impact on CMS performance. Use the exact table and
database item names when querying the database. When performing
*OpenLink is a trademark of OpenLink Software.
† Solaris is a trademark of Sun Microsystems, Inc.
‡Microsoft, MS, MS-DOS, Windows, and Windows 95 are registered trademarks of Microsoft Corporation.
§ Windows NT is a registered trademark of Microsoft Corporation.