Contents

Supported Database Servers

Interaction Dialer simplifies server management by supporting industry-standard database systems and by using database connections to define OLE DB providers that link Dialer to data sources. Interaction Dialer uses external data sources for contact Lists and campaign tables. All database tables must be managed by a database management system (DBMS). Oracle Database and Microsoft SQL Server are the only DBMS systems supported at this time.

While the CCS and DBMS can reside on the same physical server, it may not practical for all situations.

For environments that have a high call volume, having the DBMS server reside on dedicated hardware will provide better overall Dialer performance.

For environments that employ the CCS Switchover feature, having the DBMS server reside on dedicated hardware will ensure that the backup CCS will still have access to the DBMS even if the physical server running the primary CCS goes down completely.

About Collation and Language settings in SQL Server

CampaignServer processes use the Dialer database to store contact lists and associated data. The DialerTran process requires the default collation for this database, which is SQL_Latin1_General_CP1_CI_AS. If you use other collations, queries will fail, preventing the retrieval of data. This will result in Dialer being unable to dial any records.

Note that the collation settings define rules telling SQL Server how to sort and compare characters in a database. These settings also affect the code pages used to physically store non-Unicode data, such as column types of char, varchar, or text. These factors affect how dates are displayed, sorted and—most importantly—how they are compared. For example, one setting can cause Dec 31, 2017 to display as 2017-12-31, while another one can switch the order of the month and the day, displaying 2017-31-12. Incorrect settings can cause problems with date comparisons used in Dialer for items such as DNC lists, last call timers, and so on.

In addition to these issues with collation settings, the language set in SQL Server can affect SQL Server's output results. This has less of an impact on the system, but if you import contact list data, the results may be displayed incorrectly.