Overview: Custom database integrations (Console)

Console > Integrations > Overview: Custom database integration (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:

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.

Example of a successful connection test

Example of a failed connection test