The Frontline Database Connector (FDBC) is a solution that can be used to connect your CXone Cloud Contact Center with your data. With support of multiple database types and the ability to use multiple databases within the same connector, this integration provides the connection needed to perform Proactive XS, Screen-Pop, Self-Service, contact memorialization, and more integrations.
The FDBC is hosted on Azure App Services, which has a range of IP addresses that can be whitelisted in your firewall to ensure access to your database is limited to trusted IPs. To setup and access your database, we need to know the type of database you are using. Currently supported are MySQL and msSQL. A user will need to be provisioned for the database connector to have permission to access the database and tables that we want to use with NICE inContact. Lastly needed is the IP address / host address of the database that we can connect to. A list of the database names to access will be needed.
The FDBC traffic is encrypted with SSL technology and enforces unique key and secret combination to ensure that access to the database and data within is only accessible to those with the given authorization.
API calls made to the database connector are performed via REST and accepts / returns all content in JSON. Any query or SQL statement you can make (SELECT / INSERT / UPDATE / DELETE / ETC) can be made and passed-through the connector. The only limitations come from the permissions given to the user the connector authenticates as.