Overview: Custom database integrations (Console)

This article provides an overview of integrations with custom databases, which are configurable in Console.

Overview

In Console, you can create an integration between your Avaya.cx account and a custom database that you own and/or manage on the Custom Database tab of the Integrations page (Account > Integrations > Custom Database).

Creating a custom database integration in Console allows you to:

• Read data from the database (with the Look Up workflow module)

• Update data on the database (with the Update workflow module)

• Insert new data onto the database (with the Insert workflow module)

You can then use data from a custom database when creating interactions, updating data based on the results of an interaction, and many other possibilities.

Access to a custom database through workflows is useful for your queue users because they’ll have access to the most up-to-date information your organization has available. Additionally, you can create workflows for your queue users to run during an interaction for them to update records in your database to ensure that data is getting constantly updated.

You’ll also be able to more closely align data stored in your Avaya.cx account with data you want to store on your custom database.

Setting up an integration with a custom database requires a database user account with the ability to read and write data to the database.

Continue reading this article to learn more about how to create a custom database integration.

Visual breakdown

The screenshot above depicts the settings page for a custom database connection.

• New Custom DB Integration: The New Custom DB Integration button lets you create a brand new database connection.

• Edit: The Edit button lets you modify the fields of the custom database record.

• Name: The Name field contains a descriptive name for the database connection.

• Username: The Username field shows the user account used for reading and writing data on the database.

• Client Type: The Client Type shows what kind of database the integration is connected to. There are three valid options:

  • • MySql (for MySQL databases)

    • MSSQL (for MS SQL database)

    • PG (for PostgreSQL databases)

• Hostname: The Hostname field contains the URL where your database can be accessed from.

• Database: The Database field contains the name of the specific database on the database server to access.

• Port: The Port field contains the port where the database can be connected to.

• Test Connection: The Test Connection button in the bottom-left corner of the screen lets you test the connection between your Avaya.cx account and the database.