By: David Currier On: January 19, 2017 In: Interactive Intelligence Comments: 0

By default, CIC includes a few public and private directories that can be leveraged by users to store and communicate with internal and external contacts. These are great, but I often get requests to add additional directories with additional lists of contacts. One of the simplest ways to do this is with a custom ODBC contact directory. These directories can be hosted either as separate tables in the CIC database or another accessible database location.

For this example, I’ll demonstrate creating a custom directory using a table within the CIC database and list a few caveats for ODBC directories. This tutorial makes a few assumptions about software and level of comfort working with CIC and databases. If you have questions, please let me know.

1. Create the database table that will be used to store the contact records for this directory

  • Open SQL Server Management Studio and browse to the CIC database (often I3_IC) > Tables
  • Right-click on the Contacts table and select Script Table as > CREATE To > New Query Editor Window
  • Modify the table name – change [dbo].[Contacts] to something else like [dbo].[Contacts_External]
  • Modify the constraint name – change [PC_Contacts] to something else like [PK_Contacts_External]
  • Execute the SQL statement to create the new table

2.  Create the Contact List Source in Interaction Administrator that will point to the new contact table

  • Browse to System Configuration > Contact Data Manager > Contact List Sources
  • Create a new Contact List Source
  • In the IC Data Source drop-down, select IC Contacts
  • Enter the Label to be used as the title for the contact directory (if different than the name entered when creating the object)
  • In the Driver drop-down, select IC Contacts
  • In the Additional Information field, enter TABLE=<table_name> (for example: TABLE=Contacts_External)

3. Modify permissions to allow users to view the directory

  • Browse to the appropriate Role or Default User (depending on where these permissions have been configured)
  • On the Security tab, click the Access Control button
  • In the General Directories section, check the View permission for the new directory to allow users to access it

Users can now add this directory to their client interface from the General Directories section.

Caveats and Considerations

  • When creating or editing a public directory contact record in the Interaction Desktop, there are 2 checkboxes at the bottom of the Properties dialog. These determine whether other users can Change or Delete this contact record.
  • Anyone can create new directory records in Public Contact directories.
  • Anyone can Change or Delete records for which this has been allowed by the creator/owner of the record.
  • Users with the Directory Administrator permission (Security Rights section of Security tab) can change or delete ANY contact records.

Thanks for reading!