Using Database Triggers with Blended Agent to do
Application−Specific Processing
Document ID: 19091
Contents
Introduction
Prerequisites
Requirements
Components Used
Conventions
Overview
Dialing_List and Personal_Callback_List
Sample Triggers
Insert a Row into an External Database
Update Contact Information in an External Database
Delete a Row from an External Database
Run an External Executable from a Trigger
Performance Considerations
Recommended Practices
Related Information
Introduction
This white paper describes how to use SQL Server database triggers to perform application−specific
processing, when the contact records in the Blended Agent (BA) private database are closed or are updated by
the BA Campaign Manager.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
• Cisco Intelligent Contact Management (ICM)
• Cisco ICM Software Blended Agent
• Microsoft SQL Database
Components Used
The information in this white paper is based on these software and hardware versions:
• Cisco ICM version 4.6.x and later
• Microsoft SQL 7
The information in this white paper was created from the devices in a specific lab environment. All of the
devices used in this white paper started with a cleared (default) configuration. If your network is live, make
sure that you understand the potential impact of any command.
Conventions
Refer to Cisco Technical Tips Conventions for more information on document conventions.
Overview
The BA stores the contact records to be dialed in a Microsoft SQL Server database. The use of a standard
database application, such as SQL Server, makes it easier for third parties and users to integrate their systems
and applications with the BA.
This white paper describes how to use SQL Server database triggers to perform application−specific
processing, when the BA Campaign Manager closes or updates the status of any connect record in the
database.
Dialing_List and Personal_Callback_List
The BA stores the contact records in the Dialing_List table. It stores the personal callback records in the
Personal_Callback_List table. These tables are in the BA private database (customer_inst_baA). In this
table, CallStatus and CallResult identify the state of a contact record.
Name
CallStatus
Type
CHAR
Size
1 Byte
Description
CallStatus indicates the
state of the record: PThe
contact record is PENDING
to be called. CThe record
has been closed. Refer to
these documents for a
complete description of all
CallStatus values and their
meanings:
• Cisco ICM
Software Blended
Agent Setup and
Configuration
Guide (Cisco ICM
version 4.6.x)
• Cisco ICM
Software Blended
Agent User Guide
(Cisco ICM version
5)
CallResult SMALLINT 2
CallResult indicates the
Bytes result of the call as returned
to the BA Campaign
Manager by the BA dialer.
Thus, it indicates whether
the dialer displays VOICE,
BUSY, or NO ANSWER
when the contact number is
dialed. Refer to these
documents for complete
descriptions of all
CallResult values and their
meanings:
• Cisco ICM
Software Blended
Agent Setup and
Configuration
Guide (Cisco ICM
version 4.6.x)
• Cisco ICM
Software Blended
Agent User Guide
(Cisco ICM version
5)
Whenever the BA Campaign Manager updates a record in the Dialing_List or in the
Personal_Callback_List, the CallStatus and CallResult fields are updated. For this reason, it is simple to
create SQL Server database triggers to monitor these fields.
The use of triggers on the BA database tables allows you to accomplish an unlimited number of
application−specific objectives. This white paper demonstrates some sample scenarios where triggers can be
useful.
Sample Triggers
Note: All of the sample triggers in this white paper refer to a fictitious table, the CRM_Table in the
CRM_DB database.
Complete these steps to create triggers from the SQL Server Enterprise Manager:
1. Drill−down to the BA database.
2. Under the database, click the Table icon.
This displays the tables that are associated with the database.
3. Select the table on which you want to create a trigger.
4. Right−click the selected table and select All Tasks > Manage Triggers.
Insert a Row into an External Database
The sample trigger in this section inserts a row in the table, CRM_Table (in the CRM_DB database)
whenever the BA Campaign Manager updates a contact record in the Dialing_List.
CREATE TRIGGER insert_crm_data
CREATE TRIGGER insert_crm_data ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
!−−− See next Note for an explanation.
IF (SELECT COUNT (*) FROM INSERTED) = 1
BEGIN
INSERT CRM_DB..CRM_Table
SELECT
inserted.AccountNumber,
GETDATE (),
inserted.CallStatus
FROM inserted
END
Note: Other than update contact records when the contacts are called, the Campaign Manager also performs
some bulk updates. These should be filtered out by the trigger. See the Recommended Practices section of this
white paper for more information.
Update Contact Information in an External Database
The sample trigger in this section updates a record in the table CRM_Table (in the CRM_DB database)
through a match of the account number of the contact. For example, if the BA Campaign Manager updates the
record in Dialing_List with Account Number 1A2B3C4, then the record in CRM_Table with the same
account number is updated simultaneously.
CREATE TRIGGER updt_customer_by_acctnum
CREATE TRIGGER updt_customer_by_acctnum ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT (*) FROM INSERTED) = 1
BEGIN
DECLARE @CS CHAR (1)
DECLARE @ACCTNUM VARCHAR (25)
SELECT
@CS = inserted.CallStatus,
@ACCTNUM = inserted.AccountNumber
FROM inserted
UPDATE Northwind..CRM_Table
SET Status = @CS
Where Northwind..CRM_Table.AccountNumber = @ACCTNUM
END
Delete a Row from an External Database
The sample trigger in this section deletes a record from the table CRM_Table (in the CRM_DB database)
through a match of the account number of the contact, if that contact record has been closed in the
Dialing_List. For example, if the BA Campaign Manager closes the record in Dialing_List with Account
Number 1A2B3C4, then the record in CRM_Table with the same account number is deleted.
CREATE TRIGGER del_customer_by_acctnum
CREATE TRIGGER del_customer_by_acctnum ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT (*) FROM INSERTED) = 1
BEGIN
DECLARE @CS CHAR (1)
DECLARE @ACCTNUM VARCHAR (25)
SELECT
@CS = inserted.CallStatus,
@ACCTNUM = inserted.AccountNumber
FROM inserted
IF @CS = 'C'
BEGIN
DELETE Northwind..CRM_Table
WHERE Northwind..CRM_Table.AccountNumber = @ACCTNUM
END
END
Run an External Executable from a Trigger
The sample trigger in this section runs the program C:\MYAPP.EXE. The trigger passes the AccountNumber
and CallStatus of the updated record as command line arguments to MYAPP.EXE. This occurs whenever the
BA Campaign Manager updates the status of exactly one record.
CREATE TRIGGER run_executable
CREATE TRIGGER run_executable ON Dialing_List FOR UPDATE AS
/* Proceed only if EXACTLY ONE Record is updated */
IF (SELECT COUNT (*) FROM INSERTED) = 1
BEGIN
DELCARE *CMD VARCHAR (100)
SELECT
@CMD = 'C:\MYAPP.EXE ' + inserted.AccountNumber + ' ' + inserted.CallStatus
FROM inserted
EXEC master ..xp_cmdshell @CMD
END
Note: In the preceding table, rather than call the xp_cmdshell stored procedure to start an executable, the
trigger can also execute any other stored procedure.
Performance Considerations
• SQL Server triggers are executed synchronously. This means if there is an update trigger on a table,
an update command on that table does not return until the trigger execution is finished. If the triggers
are not optimally designed, then the BA database updates are slowed. Also, the BA Campaign
Manager might encounter open database connectivity (ODBC) timeouts while it is executing SQL
statements to update the tables. As a rule, a trigger should do minimum possible processing and
should be optimized for execution speed.
• The result of the trigger execution might impact the result of original SQL operation. For example,
assume that an update trigger is defined on Dialing_List. If the update trigger fails, then the update
operation on Dialing_List might also fail and the record in question can be left in Dialing_List with
an incorrect CallStatus.
• If a trigger is nested, then the SQL operation does not complete until all nested triggers are run.
Therefore, the failure of any trigger might fail the original SQL operation.
• If a trigger executes an external application or another stored procedure, then the trigger execution is
not complete until the external application or stored procedure is finished.
• The use of cursors in triggers is not recommended, because of the potentially negative impact on
performance.
• The triggers should not perform CPU or memory−intensive tasks.
• All of the triggers should be well tested and stressed before deployment.
Recommended Practices
• Always verify that only one record is updated before you proceed. This prevents the trigger from
acting on bulk updates done by the Campaign Manager. These are examples of bulk updates which
are generally filtered out by the trigger:
♦ A change in the CallStatus of a record from A (ACTIVE) to U (UNKNOWN), when a dialer
with ACTIVE records disconnects from the Campaign Manager.
♦ The Campaign Manager periodically updates records in U CallStatus to P (PENDING).
Note: When a contact record is updated as a result of a call, the records are always updated one at a
time. Therefore, the verification to see if exactly one record was updated safeguards against unwanted
trigger actions most of the time. An exception to this case occurs when a bulk operation updates only
one row.
• Check for the CallStatus value before you proceed. For example, when the Campaign Manager sends
a record to the BA dialer, the Campaign Manager sets the CallStatus to A (ACTIVE). A trigger can
check for CallStatus. If Updated CallStatus is A, it does not proceed any further.
• In order to optimize performance during BA database updates, time and resource−intensive operations
must not be performed in the trigger. You can create an application−specific table in another database
to serve as a queue. This speeds up trigger execution. You can use the trigger to insert, update, or
delete data in that application−specific table. Then, another application can poll that table for changes
and perform further tasks as needed.
Related Information
• Cisco ICM Software Blended Agent Setup and Configuration Guide
• Cisco ICM Software Blended Agent User Guide
• Technical Support & Documentation − Cisco Systems
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Updated: Jun 29, 2006
Document ID: 19091