Flows can read data from your own databases, for example to identify a caller by their phone number or to announce the status of their order. You create the connections for this under Global elements › External databases; this requires the External database configuration permission. In the flow, the Database Read node reads from such a connection.
Prerequisite
Access is handled by the myContactCenter ExternalDatabase service. It is installed with the Routing Service and must run on every computer on which a Routing Service runs. Microsoft SQL Server, PostgreSQL and MySQL are supported.
Creating a connection
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Right-click the list and choose Add.
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On the External database tab, fill in the fields:
Field Meaning Connection Name the name under which flows select the connection Database Provider the type of database: MSSQL for Microsoft SQL Server, PostgreSQL or MySQL Server the name of the database server Account name, Password the login to the database. The password is stored encrypted. Description free text -
Click Request databases. The Administration checks the login and fills the Database name list.
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Select the database.
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Click Save.
The result of the check appears below the form: Connection with Successful or Failed and, if applicable, the error message from the database. The check runs via the Routing Service, so it must be running. When you open an existing connection, the dialog checks it by itself.
Via an SSH tunnel
If the database can only be reached via SSH, turn on Activate SSH connection on the SSH Tunnel tab and enter the SSH Host, User name and Password for the SSH login. The dialog suggests Local Port and Server Port based on the selected provider; check both. The service then sets up a tunnel to the SSH host and connects to the database through it.
Monitoring
The active Routing Service checks the connections regularly; Status of services shows their state. If an access fails in the flow, the information area reports External database failure or SSH connection failure.