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Configuring ODBC Database Integrations

CyDesk can be integrated with any application that supports ODBC and DDE. CyDesk has the option to integrate with other applications such as Microsoft Access etc than just the applications listed in the CyDesk Manager.

The ODBC tab within CyDesk Manager contains a list of the ODBC integration profiles. A new integration profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

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  • Name – The name of the ODBC integration profile.
  • Datasource – The ODBC name that connects to the data source
  • Primary ID – The field in the ODBC data source that will be used as the contact identifier.
  • Additional Tables – Link multiple tables.
  • Name Field – The field in the ODBC data source that will be used as the name of the contact.
  • Company Field – The field in the ODBC data source that will be used as the company name of the contact.
  • Verification Settings – The field in the ODBC data source that will be used to verify the validity of the record.
  • Phone Number Fields – The field in the ODBC data source that contains phone numbers of the contact. This will be matched against the caller number of the active call. Multiple fields can be added into the list

The ‘Integration’ setting must be changed to ODBC and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.

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Call Event Functions

The Call Event Functions table is used to trigger actions to occur when certain events are fired, such as when an incoming call starts ringing, when an incoming call is answered and when campaign calls are presented.

A new function can be added by clicking on the ‘Add’ button in the ‘Call Event Functions’ list, and an existing one can be deleted by clicking on the ‘red bin’ icon.

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Name – The name of the action.

Description – Text to describe the configured action.

Action – The list of actions that can be performed. We will not explain every action in detail with this document.

  • DDEExecute – Connects to a third party DDE Service and send commands.
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  • Pop Access 2007 – Opens a form in Microsoft Access
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  • ShellExecute – Starts an external application.
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  • SendKeys – A well documented function within languages such as Visual Basic or C#, where ‘special            keys’ are enclosed in curly braces, such as {TAB}.
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Additional Client Configuration

The ODBC data source, with the exact same name and configuration, must exist in each agent machines.

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