Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

skill group dedicated to responding to Premium customers; otherwise, script processing continues
down another branch that assigns the phone call to a more general skill group, where the wait
time is expected to be longer.

Note: You must use the ICM Configuration Manager to define the external database table and
the columns that are to be referenced in scripts. For more information, see the Cisco ICM
Software Configuration Guide.

You can categorize a contact by retrieving external data with the DB Lookup Node, then
referencing the retrieved external data on the DB Lookup node success branch.

How to Modify the CallRouter Registry to Provide for DB Lookup Authentication on the Remote Database Target

By default, when attempting to access a remote database, the ICM CallRouter authenticates
itself as:

•

Username = SA

•

Password = blank

If different account information is required to access the database, you must specify this by
editing the Windows registry on the CallRouter to include a SQLLogin Registry Key at the
following location:

.

Create the SQLLogin key as follows: 

. Use a comma as the delimiter to separate data for

separate databases.

The following example shows login credentials for two external databases: 

.

How to Categorize a Contact by External Data

You use the DB Lookup node (in the General tab of the Palette) to query a specific row of data
from an external database. You can then reference columns from that row.

Figure 37: DB Lookup Icon

Following is the Properties dialog box of the DB Lookup node:

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)