Using ODBC and JDBC with Avaya

Call Management System

Release 20
Issue 1
June 2023
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 Contents

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Change history. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2: About ODBC and JDBC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

ODBC background and functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Data access through ODBC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Data access diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Structured query language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
CMS support of ODBC and JDBC . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Uses for ODBC data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Requesting data using ODBC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
About the ODBC and JDBC software. . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
ODBC and JDBC features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Supported number of logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Performance impact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Table permissions, security and port allocation . . . . . . . . . . . . . . . . . . . 15
Informix User definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CMS and ODBC interoperability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CMS database logic structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Agent tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
VDN tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Circular structure tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Chapter 3: Installing ODBC on a Windows client . . . . . . . . . . . . . . . . . . . . . . . 19

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Installing ODBC on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring an ODBC data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Removing a data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Configuring ODBC tracing options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Viewing installed ODBC data source drivers . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 4: Installing JDBC on a Windows client . . . . . . . . . . . . . . . . . . . . . . . 27

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Installing JDBC on a Windows client. . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 5: Providing secure access to the CMS database . . . . . . . . . . . . . . . . . . 31

Preparing to set the secure database access . . . . . . . . . . . . . . . . . . . . . . . 31
Adding members to the dbaccess group . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using ODBC and JDBC with Avaya CMS June 2023 5

Contents

Setting the secure access permissions in the CMS database . . . . . . . . . . . . . . 33

Removing ODBC access permissions for a specific user ID . . . . . . . . . . . . . . . 34
Returning the CMS database to public permissions . . . . . . . . . . . . . . . . . . . 35

Chapter 6: Encrypting the ODBC and JDBC connections . . . . . . . . . . . . . . . . . . 37

About the Informix TLS and SSL encryption utility . . . . . . . . . . . . . . . . . . . . 37
Managing certificates for Informix TLS and SSL encryption . . . . . . . . . . . . . 38
Exporting a pkcs12 certificate from the cmsweb.jks certificate . . . . . . . . . . . 39
Enabling Informix network encryption . . . . . . . . . . . . . . . . . . . . . . . . . 40
Updating the Informix network encryption certificate. . . . . . . . . . . . . . . . . 42
Disabling the Informix network encryption . . . . . . . . . . . . . . . . . . . . . . 44
Displaying the Informix encryption state . . . . . . . . . . . . . . . . . . . . . . . 46
Viewing the Informix encryption certificate details . . . . . . . . . . . . . . . . . . 46
Installing the certificate on a Windows PC that has the ODBC and JDBC client software 47
Updating the certificate on a Windows PC that has the ODBC and JDBC client software 51

Chapter 7: Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
ODBC and JDBC encryption and certificates . . . . . . . . . . . . . . . . . . . . . . . 55
Network support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Server log files and monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Client trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Chapter 8: Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
CMS and CMS Supervisor Documents . . . . . . . . . . . . . . . . . . . . . . . . . 61
Avaya Solutions Platform Documents . . . . . . . . . . . . . . . . . . . . . . . . . 63
Avaya Contact Center - Extended Capacity . . . . . . . . . . . . . . . . . . . . . . 64
Finding documents on the Avaya Support website . . . . . . . . . . . . . . . . . . 64
Accessing the port matrix document. . . . . . . . . . . . . . . . . . . . . . . . . . 65
Avaya Documentation Portal navigation . . . . . . . . . . . . . . . . . . . . . . . . 65
Viewing Avaya Mentor videos. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Using the Avaya InSite Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . 67

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Using ODBC and JDBC with Avaya CMS June 2023 6

Chapter 1: Introduction

Purpose
The document describes how to use Open Database Connectivity (ODBC) and Java Database
Connectivity (JDBC) with Avaya Call Management System (CMS).
This document is intended for:
l Avaya support personnel
l Contact center administrators
Users of this document must be familiar with CMS and must have a basic understanding of SQL
and database logic.

Change history

Issue Date Summary of changes

3 October 2020 Updated the following procedures:

l Installing JDBC on a Windows client on page 28
l Installing the certificate on a Windows PC that has the ODBC
and JDBC client software on page 47
l Updating the certificate on a Windows PC that has the ODBC
and JDBC client software on page 51
2 May 2020 Updated procedures in Chapter 6: Encrypting the ODBC and JDBC
connections on page 37.
2 May 2020 Updated procedures in Chapter 7: Troubleshooting on page 55.

Using ODBC and JDBC with Avaya CMS June 2023 7

Chapter 1: Introduction

Using ODBC and JDBC with Avaya CMS June 2023 8

Chapter 2: About ODBC and JDBC

This section presents an overview of how Open Database Connectivity (ODBC) and Java
Database Connectivity (JDBC) works and how it interacts with the Avaya Call Management
System (CMS).
This section contains the following topics:
l ODBC background and functionality on page 9
l About the ODBC and JDBC software on page 13
l ODBC and JDBC features on page 13
l CMS and ODBC interoperability on page 16
l CMS database logic structure on page 16

ODBC background and functionality

The ODBC feature is a client/server feature. To access the server the clients must be connected
to a network that is fully functional and able to access the server. The clients are the computers
that are accessing data through ODBC. The server is the CMS machine where the CMS
database is located.
The ODBC feature is especially useful for call centers with multiple sites. ODBC allows access
to data at multiple sites. You can use this data to produce reports. ODBC uses Structured Query
Language (SQL) to access data.
ODBC is an Application Programming Interface (API) that allows you to access one or many
Database Management Systems (DBMSs). You can use queries to access data in the database
for use in reports and other outside applications.
This section contains the following topics:
l Data access through ODBC on page 10
l Structured query language on page 11
l CMS support of ODBC and JDBC on page 11
l Uses for ODBC data on page 12
l Requesting data using ODBC on page 12

Using ODBC and JDBC with Avaya CMS June 2023 9

Chapter 2: About ODBC and JDBC

Data access through ODBC

ODBC was developed as a way to access different types of data. A single call center can be
working with different applications that must access call center data. For example, a call center
can be using Microsoft Access.
ODBC provides a standard method of database access without users having to be concerned
with the underlying functionality of network software, naming conventions, and other
complexities involved in accessing data through a DBMS. The data must be queried through the
embedded SQL query function in the application that you are using. Refer to your specific
application documentation for further information on the embedded SQL function for that
particular application.

Data access diagram

The following figure illustrates user data access through ODBC.

User 1: User 2: User 3:

Microsoft Microsoft Other
Access Excel application

ODBC API ODBC API ODBC API

CMS database
(Historical data access only)

! Important:
Important: Avaya will support only ODBC connectivity. Avaya will not support third-party
client applications such as Microsoft Access or Windows.

Using ODBC and JDBC with Avaya CMS June 2023 10

 ODBC background and functionality

Structured query language

ODBC uses Structured Query Language (SQL) to query and access data. Because SQL is a
language, queries written in SQL can be used to access data with different formats. SQL is the
basis for relational database access.
A relational database model is a table that stores data in rows and columns. Relationships
between tables are established through data items that match data item values in another table.
SQL queries access the data stored in the relational database tables and extracts it for use in
other applications. You compose an SQL query in the Windows application for which you need
the data.
You can also use SQL to construct data calculations. You can use data calculations to see a
sum of the data. For example, you can view the total number of calls routed to a particular split
or skill.

CMS support of ODBC and JDBC

The IBM Informix database management system (DBMS) used by CMS supports IBM Informix
ODBC and JDBC compatible clients. CMS is now delivered with this ODBC and JDBC network
connectivity enabled. ODBC and JDBC clients allow for direct access to the IBM Informix
database that CMS uses and all of the CMS call center data.
ODBC is a specification for a database Application Programming Interface (API). Microsoft
ODBC, Version 3.0, is based on the Call Level Interface specifications from X/Open and the
International Standards Organization/International Electromechanical Commission (ISO/IEC).
ODBC supports SQL statements with a library of C functions. An application calls these
functions to implement ODBC functionality. ODBC applications enable you to do the following
operations:
l Connect to and disconnect from data sources.
l Retrieve information about data sources.
l Retrieve information about IBM Informix ODBC Driver.
l Set and retrieve IBM Informix ODBC Driver options.
l Prepare and send SQL statements.
l Retrieve SQL results and process the results dynamically.
l Retrieve information about SQL results and process the information dynamically.
ODBC lets you allocate storage for results before or after the results are available. This feature
lets you determine the results and the action to take without the limitations that predefined data
structures impose. ODBC does not require a preprocessor to compile an application program.

Using ODBC and JDBC with Avaya CMS June 2023 11

Chapter 2: About ODBC and JDBC

The Java Database Connectivity (JDBC) API is the industry standard for database-independent
connectivity between the Java programming language and a wide range of databases, SQL
databases and other tabular data sources, such as spreadsheets or flat files. The JDBC API
provides a call-level API for SQL-based database access. JDBC technology allows you to use
the Java programming language to exploit “Write Once, Run Anywhere” capabilities for
applications that require access to enterprise data. With a JDBC technology-enabled driver, you
can connect all corporate data even in a heterogeneous environment.

! Important:
Important: If you choose to develop an application using ODBC or JDBC, Avaya cannot
provide support for that application or for any other third-party software or related
mapping.
For more information about the IBM Informix ODBC and JDBC software, see About the ODBC
and JDBC software on page 13.
Note:
Note: Avaya tests ODBC and JDBC only in English. ODBC and JDBC will support
double-byte languages, but if you use a language other than English, Avaya
cannot provide ODBC or JDBC support.
Additional information about IBM Informix ODBC and JDBC can be found at:
http://www-01.ibm.com/software/data/informix/pubs/library/

Uses for ODBC data

Data extracted and stored by an ODBC application can be used by ODBC-enabled programs,
such as workforce management packages, network routers, and blended inbound outbound
applications. You can use an ODBC data application to generate reports using data from
multiple call center sites and their databases.

Requesting data using ODBC

All queries in ODBC must be composed so that they ensure continued CMS performance. The
query is invoked differently in each Windows application.
For more information on how to compose efficient database queries, see Performance
impact on page 14 and the chapter on editing queries in the appropriate Avaya CMS Supervisor
report designer user guide.
For more information on how your application interfaces with ODBC, refer to the user
documentation for your application.

Using ODBC and JDBC with Avaya CMS June 2023 12

 About the ODBC and JDBC software

About the ODBC and JDBC software

IBM Informix ODBC and JDBC have two main components:
l An ODBC and a JDBC client
l Enabled network connectivity in the IBM Informix IDS database server, which is the CMS
server in this instance.
After ODBC and JDBC are installed and administered, the ODBC and JDBC software and its
components are transparent to the client applications. The CMS ODBC and JDBC features
allows multiple, synchronous access from clients, users, and applications. ODBC uses
Microsoft data source names (DSN) as the link between the ODBC client and the IBM Informix
IDS database. JDBC must be configured in the JDBC client software.
Additional information covering these features in greater detail and also information about other
operating systems can be located on the IBM website at:
https://www.ibm.com/support/knowledgecenter/en/SSGU8G_12.1.0/com.ibm.odbc.doc/
odbc.htm
https://www.ibm.com/support/knowledgecenter/en/SSGU8G_12.1.0/
com.ibm.jdbc_pg.doc/jdbc.htm
Note:
Note: The ODBC and JDBC Windows files can be found on the CMS server in the
following directory:
/storage/cms_dvd/CSDK

ODBC and JDBC features

The IBM Informix database server provides the ODBC and JDBC communication and
connectivity that allows external data access to the CMS database. There are ODBC and JDBC
clients available for Windows and other operating systems. This document will only cover the
Windows clients.

! Important:
Important: Using ODBC and JDBC with CMS is only supported on Windows 8 and Windows
10. No other Windows versions are supported. When referring to “Windows” in
this document, it only refers to Windows 8 and Windows 10.

Using ODBC and JDBC with Avaya CMS June 2023 13

Chapter 2: About ODBC and JDBC

All historical CMS database tables, dictionary tables, and customer-provided tables can be
accessed by ODBC or JDBC clients through standard ODBC or JDBC enabled software
applications. All standard Structured Query Language (SQL) queries generated by the user
applications are supported by the ODBC and JDBC, as limited by permissions. Table-level
read-only permissions restrict access to certain database tables.
This section contains the following topics:
l Languages on page 14
l Supported number of logins on page 14
l Performance impact on page 14
l Table permissions, security and port allocation on page 15
l Informix User definition on page 16

Languages
Avaya tests ODBC and JDBC only in English for use with CMS. IBM Informix ODBC and JDBC
will support other double-byte languages, but if you use a language other than English, Avaya
does not provide ODBC or JDBC support for that language.

Supported number of logins

Customers must order the necessary number of ODBC/JDBC licenses to support the maximum
number of simultaneous connections required. ODBC/JDBC access is enforced by the license
file.

Performance impact
The number, size, and types of queries received by the CMS can impact performance. The
recommendations for composing queries in the CMS custom report editor also apply to ODBC
queries.
Some of the activities that can impact CMS performance are:

Tables: Use the exact table and database item names when querying the database. You can
maximize the performance of the system by running queries that access large tables or that
perform table joins during a period of low agent activity and low real-time report activity.
Accessing large tables, such as the split/skill or agent tables, or joining tables in queries can
have a negative impact on CMS performance.

Using ODBC and JDBC with Avaya CMS June 2023 14

 ODBC and JDBC features

Calculations: Review calculations before sending them to the database. This ensures that the
correct operation is performed. Arithmetic operations are performed with the rules of operator
precedence, in order from left to right.

Queries: Prioritize resource intensive queries the same way you prioritize reports during high
business activity. Running complex or multiple queries on the database impact system
performance similar to running multiple reports.

Number of simultaneous database accesses: Minimize the number of database connects

and disconnects from an application, and spread your ODBC activities throughout the day.

Synonyms: Download the synonyms to your client application or database and then perform
the join at the client.

CMS maintenance: Be aware that during off-peak hours, CMS runs it’s own activities, such as
archiving and making backups. This can use a significant amount of resources and time when
working with a large database.

Table permissions, security and port allocation

ODBC users log into the CMS server with password protection. Users have SQL access to
Informix tables, as limited by the table permissions.
All historical and dictionary database tables have read-only access permission. The
customer-created tables (any table name that begins with “c_”) on the host have read and write
permissions. No other tables are accessible through ODBC.The ports will be defined on the
CMS server in the /opt/Informix/etc/sqlhosts file.
If you want to limit the CMS logins which have ODBC access, that procedure is described in
detail in Providing secure access to the CMS database on page 31.

! Important:
Important: If your network uses a firewall, it is common for unused ports to be locked. ODBC
uses network ports 50000 and 50001. If these ports are locked, you will not be
able to connect to the CMS database with ODBC.

Using ODBC and JDBC with Avaya CMS June 2023 15

Chapter 2: About ODBC and JDBC

Informix User definition

In the case of direct connections through JDBC and ODBC, a license will be required for each
individual user directly connecting through JDBC or ODBC. There will not be an additional
license required for the individual's machine or device through which such access is made. It is
your responsibility to ensure you acquire the appropriate number of licenses for the anticipated
use of the CMS, and to properly determine how many direct connections to the database will be
required. You are only licensed and allowed to make direct connections to the database up to
the number of licenses you acquired. If additional licenses are required, you are obligated to
acquire them before making connection to the database.

CMS and ODBC interoperability

When using ODBC with CMS, you must keep the following in mind:

Dictionary names: Clients can access CMS Dictionary names. You must map the synonym to
the report from the client.

Permissions: Applications that access Informix externally, such as database access scripts,
might not work if the table permission script tries to access a table to which permission is
denied.

Field display: The time and date data you receive from the database might not be formatted.
Generally, times can be shown in seconds or in 24-hour clock format. You need to review data
for formatting when you import it into your software application. The data returned from your
SQL queries will be formatted in the manner described in your database interface
specifications. See your software’s documentation for further information on formatting data.

Switch features and capabilities: Some switch features and capabilities have an impact on
CMS open database items. For more information on these features and capabilities, see the
appropriate database items and calculations document for your CMS release.

CMS database logic structure

CMS historical tables store information in one record per row format. This formatting affects the
way data can be accessed through ODBC. When accessing data in the historical tables, you
might need to sum the information to retrieve complete data.

Using ODBC and JDBC with Avaya CMS June 2023 16

 CMS database logic structure

For example, a record will be created for each split/skill that an agent is logged into in the agent
tables. If an agent is logged into four splits/skills, there will be four records for that agent.
Similarly, if an agent starts the day with four splits/skills, and is added to a fifth split/skill before
the end of the day, the agent’s fifth record will be generated only from the point at which the
additional split/skill was added. The other four records will reflect the total logon time.
This section contains the following topics:
l Agent tables on page 17
l VDN tables on page 17
l Circular structure tables on page 17

Agent tables
If an agent logs off and logs on more than once in a specified interval, another complete set of
records is created for that agent for each logon in the agent tables.
For example, if an agent logs into four split/skills, logs out, and then logs back on during a set
interval, there will be two sets of four records for that agent, one set per logon.

VDN tables
The VDN tables store one record per vector on which a VDN terminates. Therefore, if the
terminating vector for a specific VDN changes in a set interval, there are two records for that
VDN - one per terminating vector. This logic also applies to the Vector, Trunk, Trunk Group, and
Split/Skill tables. If information is required from these tables, a sum structured query language
(SQL) query can be necessary to access complete data from each table.

Circular structure tables

The Exceptions, Call Record, and Agent Trace tables are circular files. These tables populate
continuously, until the table capacity plus ten percent has been reached. At that point, the oldest
ten percent of the records are deleted.
For example, if an agent trace table has a capacity of 100 rows, and the total rows populated
equals 110, the oldest ten rows will automatically be deleted. Therefore, the data in that table
will change continuously as the table is updated.

Using ODBC and JDBC with Avaya CMS June 2023 17

Chapter 2: About ODBC and JDBC

Using ODBC and JDBC with Avaya CMS June 2023 18

Chapter 3: Installing ODBC on a Windows
client

The IBM Informix ODBC software can be installed on your Windows desktop computer or on
your network for each client to access.

! Important:
Important: Using ODBC and JDBC with CMS is only supported on Windows 8 and Windows
10. No other Windows versions are supported. When referring to “Windows” in
this document, it only refers to Windows 8 and Windows 10.
Note:
Note: The Windows interface is completely customizable. You might notice some user
interface differences based on your system configuration.
This section contains the following topics:
l Requirements on page 19
l Installing ODBC on Windows on page 20
l Configuring an ODBC data source on page 21
l Removing a data source on page 23
l Configuring ODBC tracing options on page 24
l Viewing installed ODBC data source drivers on page 24

Requirements
Before installing the IBM Informix ODBC driver software on your computer, verify that:
l The client network software is installed.
l Your computer is communicating with the CMS server over the network.
Use your desktop TCP/IP products Packet Internet Groper (PING) utility (for example,
ping hostname) to ensure that Communication between your computer and the CMS
server is functional. Do not proceed if basic communications between your computer and
the server cannot be established.
l The desktop computer is running Windows.

Using ODBC and JDBC with Avaya CMS June 2023 19

Chapter 3: Installing ODBC on a Windows client

Installing ODBC on Windows

Procedure
1. Copy the CSDK client zip file from the CMS server to your Windows system using the
following steps:
a. Use your choice of transfer application to connect to the CMS server, such as WinSCP.
b. Navigate to a Windows folder where you want to copy the files. You can choose any
folder.
c. Navigate to the following CMS server directory:
/storage/cms_dvd/CSDK
d. Copy the 32 bit Windows clientsdk.4.10.TC2DE.WIN.zip or 64 bit Windows
clientsdk.4.10.FC2DE.WIN.zip file to your chosen Windows folder.
2. Open Windows Explorer.
3. Navigate to the folder where you copied the zip file.
4. Double-click the CSDK zip file. Unzip the files to the folder of your choice.
5. In Windows Explorer, navigate to the folder where you unzipped the files.
6. Double-click the installclientsdk.exe file.
The installation program displays the Introduction screen.
7. Click Next.
The installation program displays the Licensing Agreement screen.
8. Enter the appropriate response for the licensing question.
9. Click Next.
10. Choose a location for the Client-SDK installation. You can use the default location or
choose a specific location.
11. Click Next.
12. Keep the default install option of Set: Typical.
13. Click Next.
14. Click Install.
The installation programs displays the question “Do you want to install the IBM Data
Server Driver Package.”
15. Click No.
16. Click Next.
The installation program displays the Installation Complete screen.

Using ODBC and JDBC with Avaya CMS June 2023 20

 Configuring an ODBC data source

17. Click Done.

18. Continue with Configuring an ODBC data source on page 21.
Note:
Note: For more information about installing ODBC, see the IBM Informix Client
Installation Guide at:
C:\Program Files\IBM Informix Client SDK\<Release#>\en_us\04e4\
clinst.pdf

Configuring an ODBC data source

About this task
You must configure the database to access a specific server.

Procedure
To configure your ODBC driver software to access CMS data:
1. Navigate to one of the following paths:
l Control Panel > Administrative Tools > ODBC Data Sources (32-bit)
l Control Panel > Administrative Tools > ODBC Data Sources (64-bit)
The system displays the ODBC Data Source Administrator window.
2. Select one of the following tabs:
l System DSN
Choose the System DSN option if you want the data source to be available to all users.
You need administrative privileges to create a system DSN.
l User DSN
Choose the User DSN option if you want the data source to be available to the current
user. This setting is useful if you must provide access for a specific user. You must not
administer data sources on a per-user login ID basis.
Note:
Note: If you do not have administrative privileges to create and save a System DSN,
you can use a User DSN to set up the data source.
l File DSN
Choose the File DSN option if you want the data source to be stored in a file rather
than the registry. This file will have a DSN extension. Some applications like Avaya
Contact Center Express (CCE) make use of File DSNs.

Using ODBC and JDBC with Avaya CMS June 2023 21

Chapter 3: Installing ODBC on a Windows client

3. Select Add.
4. The Create New Data Source window displays a list of data source drivers.
5. Select IBM INFORMIX ODBC DRIVER.
6. Do one of the following:
l If you selected File DSN:
a. Select Next.
b. Enter the file name.
c. Select Next.
d. Select Finish.
The system displays the IBM Informix ODBC Driver Setup.
l If you selected User DSN or System DSN:
a. Select Add.
b. Enter a representative name in the Data Source Name field for the server or
database to which you are connecting to. An example entry for this field is
cms_net or cms_<hostname> where <hostname> is the actual host name of the
CMS would replace the variable <hostname>. For example, if the CMS host name
is “cardinal”, you can enter cms_cardinal for the Data Source Name.
c. Enter a description of the data source to which you are connecting in the
Description field. An example entry for this field is CMS ODBC.
d. Select the Connection tab.
e. Enter the Server Name for the CMS server. The two default options are cms_net
or cms_<hostname> where <hostname> is the actual host name of the CMS
server. For example if your CMS server has a hostname of “cardinal”, then you can
enter cms_cardinal. If you do not know the hostname, you can use cms_net.
However, note that you will not be able to connect to multiple CMS systems at the
same time using cms_net since the Server Name field requires a unique value
across all DSNs. If you try to create another DSN using cms_net and provide a
different Host Name, it will change all DSNs with the same Server Name to use the
new Host Name.
f. Enter the Host Name or IP address.
g. Enter the port of your database host machine in the Service field. If you are using
cms_net enter port 50000 and if you are using cms_[hostname] enter port 50001.
h. In the Protocol field, select from the dropdown menu the option “olsoctcp” or
“olsocssl”. if ODBC TLS/SSL is configured on the CMS server, select “olsocssl”.
i. Leave the Options field blank.
j. Enter cms for the Database Name.
k. Enter the user ID that has permission to log on to the CMS server.

Using ODBC and JDBC with Avaya CMS June 2023 22

 Removing a data source

l. Enter the password for the User ID that has permission to log onto the CMS
server.
7. Select the Environment tab.
Click on the check box to the right of “Use Server Database Locale”.
Note:
Note: It may be necessary to change the Client Locale to en_US.UTF8 if Apply & Test
connection in step 10 fails.
8. Re-select the Connection tab.
9. Select Apply.
10. Select Apply & Test Connection.
If everything is configured correct, you will see the message “Test connection was
successful”.
11. Select OK, then OK again until all the ODBC Windows close.
ODBC driver software is installed on your computer.
Note:
Note: Once the driver is configured, the IBM Informix ODBC driver is accessible to
ODBC-enabled applications on your computer. Any queries that you send to the
CMS database from client Windows applications, such as Microsoft Access, will
use the ODBC feature to access data and copy it to your applications. You need
to format the data within your application.

Removing a data source

Procedure
1. Navigate to one of the following paths:
l Control Panel > Administrative Tools > ODBC Data Sources (32-bit)
l Control Panel > Administrative Tools > ODBC Data Sources (64-bit)
The system displays the ODBC Data Source Administrator window.
2. Select the System DSN tab.
3. Select the appropriate ODBC data source.
4. Select the Remove button and follow the prompts.

Using ODBC and JDBC with Avaya CMS June 2023 23

Chapter 3: Installing ODBC on a Windows client

Configuring ODBC tracing options

About this task
You can specify how the ODBC driver traces ODBC function calls. If tracing is activated, the
system generates a file that contains the actual ODBC function calls.

Procedure
1. Navigate to one of the following paths:
l Control Panel > Administrative Tools > ODBC Data Sources (32-bit)
l Control Panel > Administrative Tools > ODBC Data Sources (64-bit)
The system displays the ODBC Data Source Administrator window.
2. Select the Tracing tab.
3. Choose one of the following options:
l Trace ODBC calls or observe ODBC activity by selecting the Start Tracing Now
button.
l Stop tracing ODBC function calls automatically by selecting the Stop Tracing Now
button. This will terminate the ODBC tracing upon completion of the ODBC session.
l Select or change the file to which the IBM Informix driver writes tracing information, by
performing one of the following steps:
- Enter a file name and path in the Log file Path field.
- Use the Browse... button to select the appropriate file from the Select ODBC Log
File window.
Note:
Note: The default log file is \SQL.LOG.

! CAUTION:
CAUTION: Do not change the default entry in the Custom Trace DLL field.

Viewing installed ODBC data source drivers

Use the Drivers window to verify installation of the IBM Informix data source driver.
1. Navigate to one of the following paths:
l Control Panel > Administrative Tools > ODBC Data Sources (32-bit)

Using ODBC and JDBC with Avaya CMS June 2023 24

 Viewing installed ODBC data source drivers

l Control Panel > Administrative Tools > ODBC Data Sources (64-bit)
The system displays the ODBC Data Source Administrator window.
2. Select the Drivers tab.
3. View detailed information about an installed driver by selecting the driver from the list, and
then selecting the About tab.
Note:
Note: If the appropriate IBM Informix data source driver is not displayed in the Drivers
window, return to Installing ODBC on Windows on page 20 and reinstall the
driver.

Using ODBC and JDBC with Avaya CMS June 2023 25

Chapter 3: Installing ODBC on a Windows client

Using ODBC and JDBC with Avaya CMS June 2023 26

Chapter 4: Installing JDBC on a Windows
client

This section contains the following topics:

l Requirements on page 27
l Installing JDBC on a Windows client on page 28

! Important:
Important: Using ODBC and JDBC with CMS is only supported on Windows 8 and Windows
10. No other Windows versions are supported. When referring to “Windows” in
this document, it only refers to Windows 8 and Windows 10.
Note:
Note: The Windows interface is completely customizable. You might notice some user
interface differences based on your system configuration.

Requirements
Before installing the IBM Informix JDBC driver software on your computer, verify that:
l The client network software is installed.
l Your computer is communicating with the CMS server over the network.
Use your desktop TCP/IP products Packet Internet Groper (PING) utility (for example, ping
hostname) to ensure that Communication between your computer and the CMS server is
functional. Do not proceed if basic communications between your computer and the server
cannot be established.
l The desktop computer is running Windows.
l Determine %CLASSPATH% for Java applications.

Using ODBC and JDBC with Avaya CMS June 2023 27

Chapter 4: Installing JDBC on a Windows client

Installing JDBC on a Windows client

About this task
When you install JDBC, you must copy both a CSDK zip file and a CSDK tar file, unzip and
untar the files, and install both executable files.

Before you begin

Contact Avaya support to get a copy of the jdbc_4.10JC13_Windows.tar file.

Procedure
1. Copy the JDBC zip file from the CMS server to your Windows system using the following
steps:
a. Use your choice of transfer application to connect to the CMS server, such as WinSCP.
b. Navigate to a Windows folder where you want to copy the file. You can choose any
folder.
c. Navigate to the following CMS server directory:
/storage/cms_dvd/CSDK
d. Copy one of the following zip files to your chosen Windows folder:
clientsdk.4.10.FC2DE.WIN.zip - Windows 64 bit system
clientsdk.4.10.TC2DE.WIN.zip - Windows 32 bit system
2. Open Windows Explorer.
3. Navigate to the folder where you copied the zip file.
4. Double-click the JDBC zip file.
5. Unzip the files to the folder of your choice.
6. In Windows Explorer, navigate to the folder where you unzipped the files.
7. Double-click the installclientsdk.exe file.
The installation program displays the Introduction screen.
8. Click Next.
The installation program displays the Software License Agreement screen.
9. Select I accept the terms of the license agreement and click Next.
The installation program displays the Installation Location screen.
10. Accept the default location and click Next.
The installation program displays the Choose Client SDK Features to Install screen.

Using ODBC and JDBC with Avaya CMS June 2023 28

 Installing JDBC on a Windows client

11. Accept the defaults and click Next.

The installation program displays the Installation Summary screen.
12. Click Install.
The installation program installs the software and displays the Installation Complete
screen.
13. Copy the JDBC tar file from the CMS server to your Windows system using the following
steps:
a. Use your choice of transfer application to connect to the CMS server, such as WinSCP.
b. Navigate to a Windows folder where you want to copy the file. You can choose any
folder.
c. Navigate to the following CMS server directory:
/storage/cms_dvd/CSDK
d. Copy the jdbc_4.10JC13_Windows.tar file to your chosen Windows folder.
14. Open Windows Explorer.
15. Navigate to the folder where you copied the tar file.
16. Double-click the JDBC tar file. Untar the files to the folder of your choice.
17. In Windows Explorer, navigate to the folder where you untarred the files.
18. Double-click the setup.jar file.
The installation program displays the Welcome screen.
19. Click Next.
20. Enter the appropriate response for the licensing question.
21. Click Next.
22. Choose a location to install the JDBC software. You can use the default location or choose
a specific location.
23. Click Next.
The system displays a screen that shows where the IBM Informix JDBC Driver will be
installed and the size of the driver.
24. Click Next.
The system starts the installation process and shows the progress of the installation.
When finished, the system displays the status of the installation.
25. Click Finish.
26. To configure encrypted JDBC, see Chapter 6: Encrypting the ODBC and JDBC
connections on page 37.

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Chapter 4: Installing JDBC on a Windows client

For programmer and usage related information about this IBM Informix JDBC driver, refer to the
IBM website at:
https://www.ibm.com/support/knowledgecenter/en/SSGU8G_12.1.0/
com.ibm.jdbc_pg.doc/jdbc.htm

Using ODBC and JDBC with Avaya CMS June 2023 30

Chapter 5: Providing secure access to the
CMS database

The CMS database has “open access” permissions as a standard feature. That is, any CMS
login connecting to the CMS server using ODBC/JDBC has permissions to view CMS data
tables.
Note:
Note: CMS does not allow you to control which tables the CMS login has access to, or
which ACD data the CMS login can view.
To limit the users that can access the CMS database using ODBC/JDBC follow the steps listed
in this section. The users for whom you set permissions must adhere to the following
requirements:
l All CMS login IDs to which you choose to provide CMS database access must be
members of the dbaccess group.
l You must execute the dbaccess option under the cmsadm menu, which makes the
proper Informix permission changes to the CMS database.
Your secure access permissions are preserved for you in the cmsadm backup and in the CMS
Maintenance backup. The permissions are migrated during a CMS upgrade and can be
restored in the event of a loss of your CMS server data.
This section includes the following topics:
l Preparing to set the secure database access on page 31
l Adding members to the dbaccess group on page 32
l Setting the secure access permissions in the CMS database on page 33
l Removing ODBC access permissions for a specific user ID on page 34
l Returning the CMS database to public permissions on page 35

Preparing to set the secure database access

Procedure
1. List all CMS logins for which you wish to provide ODBC/JDBC access. To determine the
list of all CMS logins, perform a List all under the User Permissions menu item in the
CMS menu.

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Chapter 5: Providing secure access to the CMS database

2. Make a note of which CMS logins need to be placed in the dbaccess group. To determine
which logins are already in the dbaccess group, enter:
cat /etc/group | grep dbaccess
l If CMS logins are not in the group, your result looks like this:

dbaccess::1002:

l If CMS logins “odbcusr1” and “odbcusr2” are in the group, your result looks like this:

dbaccess::1002:odbcusr1,odbcusr2

Adding members to the dbaccess group

Procedure
1. Each CMS login which receives ODBC/JDBC access must be a member of the UNIX
dbaccess group.
Note:
Note: The root, cms, and cmssvc users will have full default permissions to ODBC/
JDBC.
2. To put CMS logins into the dbaccess group, enter:
usermod -G dbaccess cmslogin
where cmslogin is the user id of the specific CMS login to be placed in the group. You
must execute the usermod command once for each CMS login to which you want to
provide CMS database access.

! CAUTION:
CAUTION: Enter a capital G while typing the command. Entering a lower case g will change
the users default group, which can cause access issues to CMS.
An example:
usermod -G dbaccess odbcusr1
usermod -G dbaccess odbcusr2

Using ODBC and JDBC with Avaya CMS June 2023 32

 Setting the secure access permissions in the CMS database

Setting the secure access permissions in the CMS

database
Procedure
1. Enter:
cmsadm
The system displays the Avaya Call Management System Administration menu.
Note:
Note: Different options can be displayed in the Avaya Call Management System
Administration menu depending on the current version of Avaya CMS on your
system.
2. Enter the number associated with the dbaccess option. The system displays the following
message:

Begin CMS DB Access Permissions changes grant resource to "public";

Your CMS database currently has public access permissions to all resources.
Do you wish to revoke this access and only grant access to specific CMS
users? [y,n,?]

3. Press y.
The system displays:

Please wait while CMS Informix Database permissions are changed.

revoke resource from public;
revoke connect from public;
grant connect to cms;
grant connect to cmssvc;
Revoke resource from public on CMS database.
Please wait while connect permissions are granted for requested users
grant connect to <cmslogin>;
grant connect to <cmslogin>;
…
Changes to CMS DB Access Permissions finished.

4. You see one “grant connect to <cmslogin>” per CMS login ID which is in the dbaccess
group.
Note:
Note: You always see one “grant connect” message per CMS login ID, including login
IDs which are already in the dbaccess group and had connect permissions prior
to this.

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Chapter 5: Providing secure access to the CMS database

5. After the changes are complete, you can use the CMS login ID to run ODBC/JDBC clients
and access the CMS database.
6. To preserve your changes, run a cmsadm backup followed by a Maintenance Backup
immediately.

Removing ODBC access permissions for a specific user ID

Procedure
1. If you wish to remove any CMS login IDs from those designated to have ODBC/JDBC
access permission, you must first remove them from the dbaccess group.
Note:
Note: You must execute usermod command once for each CMS login you are
removing from the group.The usermod command will not remove the user from
its default group cms.
For example, if you wish to remove the CMS login ID odbcusr1 from the dbaccess group:
usermod -G "" odbcusr1
This command will remove the user from all the custom groups along with dbaccess.

! CAUTION:
CAUTION: Enter a capital G while typing the command. Entering a lower case g will change
the users default group, which can cause access issues to CMS.
2. Enter:
cmsadm
The system displays the Avaya Call Management System Administration menu.
3. Enter the number associated with the dbaccess option. The system reads the UNIX group
information and resets the access permissions for only those members still in the
dbaccess group.
For example, if you have removed odbcusr1 from the dbaccess group but left odbcusr2 in
the group, then:
Begin CMS DB Access Permissions changes
Please wait while connect permissions are granted for requested users
grant connect to “Odbcusr2”;
Changes to CMS DB Access Permissions finished.

4. To preserve your changes, run a cmsadm backup followed by a Maintenance Backup

immediately.

Using ODBC and JDBC with Avaya CMS June 2023 34

 Returning the CMS database to public permissions

Returning the CMS database to public permissions

About this task
Use this procedure to undo all secure access permissions and put the CMS database back to its
original form (public permissions for all CMS login IDs).

Procedure
1. To get the list of all ODBC users, enter:
grep dbaccess /etc/group
2. You must first remove all users from the dbacess group. Run the usermod command for
each CMS login that is currently in the dbaccess group.

! CAUTION:
CAUTION: Enter a capital G while typing the command. Entering a lower case g will change
the users default group, which can cause access issues to CMS.
For example, if the users odbcusr1 and odbcusr2 are the entire set of CMS login IDs with
secure access permissions.
usermod -G "" odbcusr1
usermod -G "" odbcusr2
3. Enter:
cmsadm
The system displays the Avaya Call Management System Administration menu
4. Enter the number associated with the dbaccess option.

Begin CMS DB Access Permissions changes

No CMS user ids are in UNIX group dbaccess.

If you proceed, the CMS database is set to public permissions access for all
resources.
Do you really want to do this? [y,n,?]

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Chapter 5: Providing secure access to the CMS database

5. Enter: y

Please wait while CMS Informix Database permissions are set to public.
grant resource to public;
revoke connect from cms;
revoke connect from cmssvc;
Grant resource to public on CMS database.
Changes to CMS DB Access Permissions finished.

Run a cmsadm backup followed by a Maintenance Backup to preserve your changes.

Using ODBC and JDBC with Avaya CMS June 2023 36

Chapter 6: Encrypting the ODBC and
JDBC connections

CMS supports an option to configure the CMS network ports 50000 and 50001 for Informix TLS
and SSL encryption. These CMS network ports can also be used for ODBC and JDBC
connections. The TLS/SSL encryption requires you to install a pkcs12 certificate. After Informix
encryption is enabled, the only operational impact is encrypted network connections for ports
50000 and 50001. All other CMS interfaces to Informix are not impacted.
Note:
Note: In this document, any reference to “TLS/SSL encryption” refers to both TLS and
SSL encryption for Informix.
The procedures in this chapter describe how to encrypt the ODBC and JDBC connections.

About the Informix TLS and SSL encryption utility

Informix encryption attributes are provisioned during CMS installation. Activating and managing
encryption is done using the utility:
ids_tls_configure
This utility provides the following capabilities:
l Enable Informix network encryption
To enable Informix network encryption, you must provide a CA certificate. The certificate
will be integrated into the Informix encryption configuration.
l Update the Informix network encryption certificate
When a new certificate is required, the utility updates the certificate in the existing Informix
encryption configuration. The new certificate must be a CA certificate you provide. The
certificate will be integrated into the Informix encryption configuration.
l Disable the Informix network encryption
The Informix encrypted network connections can be disabled. This will revert existing
Informix network connections back to plain TCP/IP (non-TLS) mode.
l Display the Informix encryption state
l View the Informix encryption certificate details

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Chapter 6: Encrypting the ODBC and JDBC connections

Managing certificates for Informix TLS and SSL encryption

To configure TLS/SSL encryption, you must provide a commercially-signed certificate that is
valid for the CMS server and the network where CMS resides. A specific alias must be added to
the certificate for Informix stability with TLS/SSL configured. The certificate will be verified
during execution of ids_tls_configure.

! CAUTION:
CAUTION: Note the following requirements for the CA certificate you provide:
- You are responsible for ensuring your certificate is valid. The certificate must be
valid for the CMS server, the network where CMS resides, and maintained within
the valid dates of the certificate.
- If the certificate is currently in pkcs12 format, you must add the alias
“cms_net_encrypt” to the certificate. Specific procedures for adding or converting
an alias are not provided due to variations in certificate and certificate chain
structures. Industry certificate management utilities (keytool, openssl) provide add/
convert of the alias value. Consult your company certificate technical resource to
update the alias.
- If you are converting a certificate to pkcs12 format you must add the alias
“cms_net_encrypt” to your certificate or certificate chain. Specific procedures for
adding or converting an alias are not provided due to variations in certificate and
certificate chain structures. Industry certificate management utilities (keytool,
openssl) provide add/convert of the alias value. Consult your company certificate
technical resource to update the alias.
- If you have the Java Key Store (JKS) certificate for the CMS Web Client certificate
(cmsweb.jks), a pkcs12 certificate can be exported from the cmsweb.jks
certificate as described in Exporting a pkcs12 certificate from the cmsweb.jks
certificate on page 39.
Note the full path and the password for the certificate. You will need the path and password to
enable Informix TLS/SSL encryption or to update the Informix TLS/SSL encryption certificate.
To verify that the alias is in the certificate, run the following command:
keytool -list -v -keystore <Example.p12> -storepass
<CertificatePassword> | grep Alias
Where <Example.p12> is the name of the pkcs12 format certificate and
<CertificatePassword> is the certificate password.

Using ODBC and JDBC with Avaya CMS June 2023 38

 About the Informix TLS and SSL encryption utility

! CAUTION:
CAUTION: DO NOT PROCEED if the certificate does not have the alias “cms_net_encrypt”
in the certificate. Do this procedure again to get the alias in the certificate.

Exporting a pkcs12 certificate from the cmsweb.jks certificate

About this task
This procedure is an example of how you might export a pkcs12 certificate from the
cmsweb.jks certificate. It is only an example and your installation may vary from this example.
This procedure assumes the customer cmsweb.jks certificate was generated following the
instructions “Generating and installing a customer certificate for the cmsweb server” found in
Maintaining and Troubleshooting Avaya Call Management System.

Procedure
1. Log on as a root user on the CMS server.

! Important:
Important: You cannot directly log on as root from a remote connection. You must log on
using an administered CMS user ID, then use su - root to log on with root
privileges.
2. Choose a location on your CMS server to store the certificate. For example:
/Example.home/my_ssl_cert
If the directory does not exist, create it and move to the directory.
3. Run the following command:
keytool -J-Dkeystore.pkcs12.legacy -importkeystore -srckeystore /
opt/cmsweb/cert/cmsweb.jks -destkeystore cmsweb.p12
-deststoretype PKCS12 -srcstoretype JKS -srcstorepass
<SOURCE_PASSWORD> -srcalias <SOURCE_ALIAS> -deststoretype PKCS12
-destkeypass <CERT_PASSWORD> -deststorepass <CERT_PASSWORD>
-destalias cms_net_encrypt
Where:
l <SOURCE_PASSWORD> is the password for the JKS truststore. If this is the default
Avaya-provided JKS, the default password is “cmsweb”.
l <SOURCE_ALIAS> is the alias for the JKS truststore. If this is the default
Avaya-provided JKS, the alias is “cmsweb1”. If the source alias is not known, it can be
found by executing the following command:
keytool -list -v -keystore /opt/cmsweb/cert/cmsweb.jks
-storepass <SOURCE_PASSWORD> | grep Alias

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Chapter 6: Encrypting the ODBC and JDBC connections

l <CERT_PASSWORD> is the password for the pkcs12 truststore or certificate you are
generating.
The full path for the created pkcs12 certificate using this example location would be:
/Example.home/my_ssl_cert/cmsweb.p12
Note the full path and the password for the certificate. You will need this path and password to
enable TLS/SSL encryption or to update the TLS/SSL encryption certificate.

Enabling Informix network encryption

Before you begin
Informix network encryption must be enabled.
Note the following for the customer provided certificate:
l It must be meet criteria described in Managing certificates for Informix TLS and SSL
encryption on page 38.
l You must upload the certificate to the CMS server to a location you will later use when you
enable the encryption.
l You must know the password for the certificate keystore.

Procedure
1. Log on as a root user on the CMS server.

! Important:
Important: You cannot directly log on as root from a remote connection. You must log on
using an administered CMS user ID, then use su - root to log on with root
privileges.
2. Enter:
cmsadm
The system displays the CMSADM menu.
3. Select the number associated with the run_cms command.
4. Select the number associated with the Turn off CMS but Leave IDS running
command.
5. To enable encryption:

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 About the Informix TLS and SSL encryption utility

a. Enter the following command:

/cms/install/bin/ids_tls_configure -e
If Informix network encryption is already enabled, the system displays the following:

Informix encryption(TLS/SSL) is already configured. Encryption enable can't be

executed. Exiting.

If Informix network encryption is not enabled, the system displays the following:

Informix encryption(TLS/SSL) enable started.

Provide the PKCS12 certificate for configuring TLS/SSL.

b. Enter the path on the CMS server where you saved the customer-generated
certificate.
The system runs a certificate file access check. If the certificate file is not accessible,
the system displays the following:

The certificate file (/storage/my_cert.p12) does not exist.

Please verify file location and read permissions exist, then re-enter.

If the certificate is valid, the system displays the following:

Enter the password for the provided certificate:

c. Enter the password for the certificate keystore. If an invalid password is entered, the
password will be re-requested.
The system displays the following if the password is correct and the certificate is
validated:

Certificate validated.
Informix encryption(TLS/SSL) configuration completed. IDS is restarting.
Informix encryption(TLS/SSL) enable complete.
Informix network connections are now encrypted.

Note:
Note: If a certificate validation error is encountered, the error is reported and the enable
command exits. For information on how to correct the issue, see Managing
certificates for Informix TLS and SSL encryption on page 38. The following are
examples of certificate errors you might see:

The provided certificate is not PKCS12 format. CERTIFICATE_TYPE

Please make sure your certificate meets the requirements in the CMS ODBC/JDBC
document, then re-execute ids_tls_configure

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Chapter 6: Encrypting the ODBC and JDBC connections

The provided certificate does not include the required alias: cms_net_encrypt.
Certificate alias: ALIAS. Please make sure your
certificate meets the requirements in the CMS ODBC/JDBC document,
then re-execute ids_tls_configure.

d. Enter:
cmsadm
The system displays the CMSADM menu.
e. Select the number associated with the run_cms command.
f. Select the number associated with the Turn on CMS command.

Next steps
After Informix encryption is enabled, the certificate must be installed on the Windows ODBC and
JDBC systems for operational ODBC and JDBC interfaces. This installation can take place at
any time before ODBC or JDBC is used. See Installing the certificate on a Windows PC that
has the ODBC and JDBC client software on page 47.

Updating the Informix network encryption certificate

Before you begin
Informix network encryption must be enabled.
Note the following for the customer provided certificate:
l It must be meet criteria described in Managing certificates for Informix TLS and SSL
encryption on page 38.
l You must upload the certificate to the CMS server to a location you will later use when you
enable the encryption.
l You must know the password for the certificate keystore.

Procedure
1. Log on as a root user on the CMS server.

! Important:
Important: You cannot directly log on as root from a remote connection. You must log on
using an administered CMS user ID, then use su - root to log on with root
privileges.
2. Enter:
cmsadm
The system displays the CMSADM menu.

Using ODBC and JDBC with Avaya CMS June 2023 42

 About the Informix TLS and SSL encryption utility

3. Select the number associated with the run_cms command.

4. Select the number associated with the Turn off CMS but Leave IDS running
command.
5. Update certificate for encryption as follows:
a. Enter the following command:
/cms/install/bin/ids_tls_configure -u
If Informix network encryption is not enabled, the system displays the following:

Informix encryption(TLS/SSL) enable started.

Provide the PKCS12 certificate for configuring TLS/SSL.

If Informix network encryption is enabled, the system displays the following:

You are about to replace the existing Informix encryption(TLS/SSL) certificate.

Do you want to proceed? (y/n):

b. Enter:
y
The system displays the following:

Informix encryption(TLS/SSL) certificate update started.

Provide the PKCS12 certificate for updating TLS/SSL.

c. Enter the path on the CMS server where you saved the customer-generated
certificate.
The system runs a certificate file access check. If the certificate file is not accessible,
the system displays the following:

The certificate file (/storage/my_cert.p12) does not exist.

Please verify file location and read permissions exist, then re-enter.

If the certificate is valid, the system displays the following:

Enter the password for the provided certificate:

d. Enter the password for the certificate keystore. If an invalid password is entered, the
password will be re-requested.
The system displays the following if the password is correct and the certificate is
validated:

Certificate validated. Informix encryption(TLS/SSL) configuration completed. IDS is

restarting.
Informix encryption(TLS/SSL) enable complete.
Informix network connections are now encrypted.

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Chapter 6: Encrypting the ODBC and JDBC connections

Note:
Note: If a certificate validation error is encountered, the error is reported and the enable
command exits. For information on how to correct the issue, see Managing
certificates for Informix TLS and SSL encryption on page 38. The following are
examples of certificate errors you might see:

The provided certificate is not PKCS12 format. CERTIFICATE_TYPE

Please make sure your certificate meets the requirements in the CMS ODBC/JDBC
document, then re-execute ids_tls_configure

The provided certificate does not include the required alias: cms_net_encrypt.
Certificate alias: ALIAS. Please make sure your
certificate meets the requirements in the CMS ODBC/JDBC document,
then re-execute ids_tls_configure.

e. Enter:
cmsadm
The system displays the CMSADM menu.
f. Select the number associated with the run_cms command.
g. Select the number associated with the Turn on CMS command.

Next steps
After the Informix encryption certificate is updated, the certificate must be installed on the
Windows ODBC and JDBC systems for operational ODBC and JDBC interfaces. This
installation can take place at any time before ODBC or JDBC is used. See Updating the
certificate on a Windows PC that has the ODBC and JDBC client software on page 51.

Disabling the Informix network encryption

About this task
Disabling the Informix network encryption reverts the Informix network connections back to
plain TCP/IP (non-TLS) mode.

! CAUTION:
CAUTION: If you disable Informix network encryption, you cannot just turn it back on. You
must re-enable it using the procedures in Enabling Informix network
encryption on page 40.

Before you begin

Informix network encryption must be enabled.

Using ODBC and JDBC with Avaya CMS June 2023 44

 About the Informix TLS and SSL encryption utility

Procedure
1. Log on as a root user on the CMS server.

! Important:
Important: You cannot directly log on as root from a remote connection. You must log on
using an administered CMS user ID, then use su - root to log on with root
privileges.
2. Enter:
cmsadm
The system displays the CMSADM menu.
3. Select the number associated with the run_cms command.
4. Select the number associated with the Turn off CMS but Leave IDS running
command.
5. Enter the following command:
/cms/install/bin/ids_tls_configure -d
If Informix network encryption is not enabled, the system displays the following:

Informix encryption(TLS/SSL) is not configured. Disable encryption can't be executed.

Exiting.

If Informix network encryption is enabled, the system displays the following:

Informix encryption(TLS/SSL) will be removed and IDS restarted.

Do you want to continue (y/n):

6. Enter:
y
The system displays the following:

Informix encryption(TLS-SSL) disable started.

Informix encryption(TLS-SSL) disable complete. Restarting IDS.
Informix is up in in plain TCP (non-encrypted) mode.

7. Enter:
cmsadm
The system displays the CMSADM menu.
8. Select the number associated with the run_cms command.
9. Select the number associated with the Turn on CMS command.

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Chapter 6: Encrypting the ODBC and JDBC connections

Displaying the Informix encryption state

Procedure
1. Enter the following command:
/cms/install/bin/ids_tls_configure -s
The system displays one of the following messages:

Informix encryption(TLS/SSL) is not configured.

Informix encryption(TLS/SSL) is configured.

Viewing the Informix encryption certificate details

About this task
You can view the certificate details from the incorporated Informix configuration. This
information is only available if Informix encryption is enabled. This option is useful to determine
the certificate expiration date or other significant details about the certificate. The complete
certificate details are displayed to the screen, which might be very large. Avaya suggests you
redirect the output to a file for review.

Procedure
1. Enter the following command:
/cms/install/bin/ids_tls_configure -v
If Informix network encryption is not enabled, the system displays the following:

Informix encryption(TLS/SSL) is not configured. There is no Informix encryption

certificate to view. Exiting.

If Informix network encryption is enabled, the system displays the certificate details. This
example shows the first few lines of a typical certificate:

Label : cms_net_encrypt
Key Size : 1024
Version : X509 V3
Serial : 5a77ca457eadd67f
. . .
. . .

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 Installing the certificate on a Windows PC that has the ODBC and JDBC client software

2. To redirect the certificate into a file for easier viewing, for example, enter the following
commands:
/cms/install/bin/ids_tls_configure -v > /tmp/my_cert_details.out
more /tmp/my_cert_details.out

Installing the certificate on a Windows PC that has the

ODBC and JDBC client software
About this task
The Informix encryption certificate from the CMS server must be installed on the Windows PC
where the ODBC and JDBC client software is installed. The client certificate must match the
certificate on the CMS for successful ODBC and JDBC connections. Run this procedure on
your ODBC and JDBC Windows PC when TLS/SSL encryption has been enabled on CMS
using ids_tls_configure -e.

Before you begin

Confirm that TLS/SSL encryption has been enabled on the CMS server or that the TLS/SSL
encryption certificate has been updated by executing one of the following commands:
ids_tls_configure -e
ids_tls_configure -u
The Informix Client SDK must be installed on a Windows PC.
Be prepared to create a password for the Informix KS keystore. Note the password in case you
need to update the certificate in the future. This password is referred to throughout this
procedure as <KS_PASSWORD>.

Procedure
1. Log on as an administrator to Windows.

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Chapter 6: Encrypting the ODBC and JDBC connections

2. Copy the SSL certificate file(s) from the CMS server to the Windows PC. Use WinSCP or
some other similar command. Note the full path to where you copied the certificate file(s).
The SSL certificate(s) are in the following directory on the CMS server:
/opt/informix/ssl
If additional root and intermediate certificates exist, the naming is as follows:
HOSTNAME_cert1.pem
HOSTNAME_cert2.pem
…
HOSTNAME_certX.pem
HOSTNAME_cms_net_encrypt.pem
3. Create a folder on the Windows PC for the Informix TLS/SSL keystore for JDBC access. If
you have administrator privileges on the Windows PC, the following path is a logical folder
location:
C:\Program Files\IBM Informix Client SDK\ssl
If you do not have administrator privileges, any folder which you have read, write, and
execute privileges will work. This folder will be referred to as <KeystorePath>.
4. Create the following file:
C:\Program Files\IBM Informix Client SDK\etc\conssl.cfg
5. Insert the following lines into the file:
SSL_KEYSTORE_FILE <KeystorePath>\cli_cms_ol.kdb
SSL_KEYSTORE_STH <KeystorePath>\cli_cms_ol.sth
Where <KeystorePath> is the folder you created in Step 3. Attributes in a path with
spaces must be replaced with a shortened path name. This approach is used in the
following example:

SSL_KEYSTORE_FILE C:\Progra~1\IBMINF~1\ssl\cli_cms_ol.kdb
SSL_KEYSTORE_STH C:\Progra~1\IBMINF~1\ssl\cli_cms_ol.sth

! Important:
Important: Spaces in the path are not permitted. You must use the shortened path as shown
in the example above. Do not use single or double quotes around the path.
6. Save and close the file.
7. Open a Windows command line window.
8. Move to the <KeystorePath> folder created in Step 3.

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 Installing the certificate on a Windows PC that has the ODBC and JDBC client software

9. Run the following command:

gsk8capicmd_64 -keydb -create -db cli_cms_ol.kdb -pw <KS_PASSWORD>
-type cms -stash
Where <KS_PASSWORD> is a new password for the JKS keystore.
10. Run the following command for each SSL certificate file:
gsk8capicmd_64 -cert -add -db cli_cms_ol.kdb -stashed -label
cms_net_encrypt -file <SSL_CERT_FILE> -format ascii -trust enable
Where <SSL_CERT_FILE> is the SSL certificate file. You must use the -label
cms_net_encrypt option only when the <SSL_CERT_FILE> is
HOSTNAME_cms_net_encrypt.pem.
11. (Optional) Do the following steps only if you are using JDBC:
a. To create a keystore and add certificates for JDBC, run the following command for
each SSL certificate file:
keytool -importcert -file <SSL_CERT_FILE> -alias <ALIAS>
-keystore cli_cms_ol.ks -storepass <KS_PASSWORD>
Where <SSL_CERT_FILE> is the SSL certificate file, <ALIAS> is the portion of the
<SSL_CERT_FILE> name after the first underscore (_), and <KS_PASSWORD> is the
password for the JKS keystore. If the certificate file name is
HOSTNAME_cms_net_encrypt.pem, then the ALIAS portion is cms_net_encrypt.
Note:
Note: If the keytool command is not found, it will be available under the Java
directory. Search for keytool.exe under the Program Files (x86) and Program
Files folders. Use the full path to execute keytool. For example:
C:\Program Files (x86)\Java\jre1.8.0_172\bin\keytool.exe
-importcert -file <SSL_CERT_FILE> -keystore cli_cms_ol.ks
b. When prompted, enter Yes to the Trust this certificate question.
12. Do the following steps to verify keystore file permissions. If the permissions are not
correct, update the permissions.
a. In Windows Explorer, navigate to the keystore folder.
b. Right-click the cli_cms_ol.kdb and cli_cms_ol.sth files and select Properties.
c. Verify that any users who will execute ODBC Connections have at least Read
permissions.
d. Give the users Read permissions if not already administered.
13. Update the ODBC Data Source protocol to “onsocssl” by doing the following steps:
a. Navigate to one of the following paths, depending on if you are using Windows 32-bit
or 64-bit:
l Control Panel > Administrative Tools > ODBC Data Sources (32-bit)

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Chapter 6: Encrypting the ODBC and JDBC connections

l Control Panel > Administrative Tools > ODBC Data Sources (64-bit)
b. Double-click the file if logged on as administrator, or right-click the file and select Run
as Administrator.
The system displays the ODBC Data Source Administrator window.
Note:
Note: The Windows interface is completely customizable. You might notice some user
interface differences based on your system configuration.
c. Select the System DSN tab.
d. Select the appropriate ODBC data source.
e. Click Configure.
f. Select the Connection tab.
g. Update the protocol filed to “onsocssl”.
h. Click Apply.
14. Configure a TLS/SSL connection to the database from your Java application by using the
following operations:
a. Set the javax.net.ssl.truststore system property to point to the keystore that
you created. For example:
javax.net.ssl.trustStore=<KeystorePath>/cli_cms_ol.ks
b. Set the javax.net.ssl.trustStorePassword system property to the password
that you used for the certificate. For example:
javax.net.ssl.trustStorePassword=<KS_PASSWORD>
c. Set a data source object.
d. Set the port number to the SSL port, 50000.
e. Set the data source property setIfxSSLCONNECTION to true.
Where <KeystorePath> is the folder you created in Step 3 and <KS_PASSWORD> is
a new password for the JKS keystore.

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 Updating the certificate on a Windows PC that has the ODBC and JDBC client software

Updating the certificate on a Windows PC that has the

ODBC and JDBC client software
About this task
Run this procedure on your Windows PC where you have the ODBC and JDBC client software
installed when TLS/SSL encryption has been updated on CMS using the
ids_tls_configure -u update command, or if you use the ids_tls_configure -r
remove command followed by the ids_tls_configure -e enable command.

Before you begin

The Informix Client SDK must be installed on Windows PC.
Determine the path to the Informix TLS/SSL keystore for JDBC access.
Get the Informix KS keystore password saved from the certificate installation. This password is
referred to throughout this procedure as <KS_PASSWORD>.

Procedure
1. Copy the SSL certificate file(s) from the CMS server to the Windows PC. Use WinSCP or
some other similar command. Note the full path to where you copied the certificate file(s).
The SSL certificates are in the following directory on the CMS server:
/opt/informix/ssl
If additional root and intermediate certificates exist, the naming is as follows:
HOSTNAME_cert1.pem
HOSTNAME_cert2.pem
…
HOSTNAME_certX.pem
HOSTNAME_cms_net_encrypt.pem
2. Open a Windows command window.
3. Move to the folder where the Informix TLS/SSL keystore is located.

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Chapter 6: Encrypting the ODBC and JDBC connections

4. Determine the configured certificates. Run the following command, to identify the alias for
configured certificates.
gsk8capicmd_64 -cert -list all -db cli_cms_ol.kdb -stashed
For example:
C:\Program Files\IBM Informix Client SDK\ssl>gsk8capicmd_64 -cert
-list all -db cli_cms_ol.kdb -stashed

Certificates found
* default, - personal, ! trusted, # secret key
! "CN=DigiCert SHA2 Secure Server CA,O=DigiCert Inc,C=US"
! "CN=DigiCert Global Root CA,OU=www.digicert.com,O=DigiCert Inc,C=US"
- cms_net_encrypt

5. Run the following command for each certificate:

gsk8capicmd_64 -cert -delete -db cli_cms_ol.kdb -stashed -label
<CERT_ALIAS>
Where <CERT_ALIAS> is a certificate identified in the previous step listed under the *
default line. Include the quotes if quotes are displayed.
For example:
gsk8capicmd_64 -cert -delete -db cli_cms_ol.kdb -stashed -label
"CN=DigiCert SHA2 Secure Server CA,O=DigiCert Inc,C=US"
6. (Optional) Do the following steps only if you are using JDBC:
a. To determine the certificates in the JDBC keystore, run the following command to
identify the alias for configured certificates:
keytool -list -keystore cli_cms_ol.ks -storepass <KS_PASSWORD>
Where <KS_PASSWORD> is the password for the JKS keystore.
Note:
Note: If the keytool command is not found, it will be available under the Java
directory. Search for keytool.exe under the Program Files (x86) and Program
Files folders. Use the full path to execute keytool. For example:
C:\Program Files (x86)\Java\jre1.8.0_172\bin\keytool.exe
-importcert -file <SSL_CERT_FILE> -keystore cli_cms_ol.ks

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 Updating the certificate on a Windows PC that has the ODBC and JDBC client software

b. From the output of this command, determine the alias for the certificate(s). The alias is
the first field for each certificate line indicated by a date value. For example:

Keystore type: PKCS12

Keystore provider: SUN

Your keystore contains 3 entries

cert1, Oct 23, 2020, trustedCertEntry,

Certificate fingerprint (SHA-256):
15:4C:43:3C:49:19:29:C5:EF:68:6E:83:8E:32:36:64:A0:0E:6A:0D:82:2C:CC:95:8F:B4:DA:B0:3
E:49:A0:8F

cert2, Oct 23, 2020, trustedCertEntry,

Certificate fingerprint (SHA-256):
43:48:A0:E9:44:4C:78:CB:26:5E:05:8D:5E:89:44:B4:D8:4F:96:62:BD:26:DB:25:7F:89:34:A4:4
3:C7:01:61

cms_net_encrypt, Oct 23, 2020, trustedCertEntry,

Certificate fingerprint (SHA-256):
75:F4:E8:73:CE:EF:3C:B6:E3:0A:6F:76:2E:1B:71:C2:3B:C6:2B:75:8B:60:81:3F:D8:73:06:29:E
6:6C:63:DB

In this example, the aliases are cert1, cert2, and cms_net_encrypt.

c. Run the following command for each certificate:
keytool -delete -noprompt -alias <CERT_ALIAS> -keystore
cli_cms_ol.ks -storepass <KS_PASSWORD>
Where <CERT_ALIAS> are the aliases listed in the example above and
<KS_PASSWORD> is the password for the JKS keystore.

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Chapter 6: Encrypting the ODBC and JDBC connections

7. Run the following commands for each certificate file copied from the CMS server (each
PEM file):
gsk8capicmd_64 -cert -add -db cli_cms_ol.kdb -stashed -label
cms_net_encrypt -file <SSL_CERT_FILE> -format ascii -trust enable
keytool -importcert -file <SSL_CERT_FILE> -alias <ALIAS> -keystore
cli_cms_ol.ks -storepass <KS_PASSWORD>
Where <SSL_CERT_FILE> is the SSL certificate file, <ALIAS> is the portion of the
<SSL_CERT_FILE> name after the first underscore (_), and <KS_PASSWORD> is the
password for the JKS keystore. If the certificate file name is
HOSTNAME_cms_net_encrypt.pem, then the ALIAS portion is cms_net_encrypt. You
must use the -label cms_net_encrypt option only when the <SSL_CERT_FILE> is
HOSTNAME_cms_net_encrypt.pem.
For example:
gsk8capicmd_64 -cert -add -db cli_cms_ol.kdb -stashed -label
cms_net_encrypt -file HOSTNAME_cert1.pem -format ascii -trust
enable
keytool -importcert -file HOSTNAME_cert1.pem -alias
cms_net_encrypt -keystore cli_cms_ol.ks -storepass passwd
Depending on certificate type, you may be prompted to trust the certificate. When
requested, enter yes to the prompt.

Using ODBC and JDBC with Avaya CMS June 2023 54

Chapter 7: Troubleshooting

This section presents general troubleshooting procedures and error messages for ODBC and
JDBC. For more detailed information, see the IBM website for additional documentation at:
https://www.ibm.com/support/knowledgecenter/en/SSGU8G_12.1.0/com.ibm.odbc.doc/
odbc.htm
https://www.ibm.com/support/knowledgecenter/en/SSGU8G_12.1.0/
com.ibm.jdbc_pg.doc/jdbc.htm

! Important:
Important: If you choose to develop an application for the ODBC or JDBC driver, Avaya
cannot provide support for that application or for any other third-party software or
related mapping.
This section contains the following topics:
l ODBC and JDBC encryption and certificates on page 55
l Network support on page 58
l Server log files and monitoring on page 58
l Client trace on page 60

ODBC and JDBC encryption and certificates

This section provides resolution for common ODBC and JDBC client and server communication
issues.

Failure
You get the following error message:

Microsoft .NET Framework Unhandled exception: Access to registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts

This exception might occur when executing the ODBC Data Sources program or the Informix
Client-SDK ConnectTest program. A permission issue exists for the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts

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Chapter 7: Troubleshooting

Resolution
Start the ODBC Data Sources program or Informix Client-SDK ConnectTest program as “Run as
Administrator”.
When you run the programs as administrator, an unhandled JIT exception may occur after
resolution. This exception can be ignored and you can click Continue to finish running the
program.

Failure
You get the following error message:

IBM Informix ODBC Error Message: GSK_KEYRING_OPEN_ERROR

This error occurs when executing an ODBC connection. This typically occurs when configuring
the System DSN in the ODBC Data Sources program (and executing Apply & Test) or executing
query in the ConnectTest program. An access issue exists to the file cli_cms_ol.kdb or
cli_cms_ol.sth, which are both referenced in the conssl.conf file.

Resolution
Verify the following:
l Double or single quotes are not used.
l The short path name is correct.
l There are no spaces in the path.
l The SSL_KEYSTORE_FILE and SSL_KEYSTORE_STH must have READ permissions or
greater.

Failure
You get the following error message:

IBM Informix ODBC Error Message: GSK_BAD_KEYFILE_PASSWORD

This error occurs when executing the ODBC Data Sources program or the Informix Client-SDK
ConnectTest program and you attempt to access the database. An access issue exists to file
cli_cms_ol.sth, which is referenced in the conssl.conf file.

Resolution
Set the permissions to the cli_cms_ol.sth file, which is referenced in the conssl.conf file,
to READ permissions or higher.

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 ODBC and JDBC encryption and certificates

Failure
You get the following error message:

IBM Informix ODBC Error Message: GSK_ERROR_BAD_CERT

This error occurs when executing an ODBC connection. This typically occurs when configuring
the System DSN in the ODBC Data Sources program (and executing Apply & Test) or executing
a query in the ConnectTest program. The configured client certificate in the file
cli_cms_ol.kdb, referenced in the conssl.conf file, is inconsistent with the CMS Server
database certificate.

Resolution
Re-execute the procedure Updating the certificate on a Windows PC that has the ODBC and
JDBC client software on page 51.

Failure
You get the following error message:

IBM Informix ODBC Error Message: INFORMIXSERVER does not match either INFORMIXSERVER
or DATABASESERVERALIASES.

This error occurs when executing the ConnectTest program trying to select a database or
executing a Query.

Resolution
The Server field must be cms_net or cms_<HOSTNAME>.

Failure
You get the following error message:

IBM Informix ODBC Error Message: Invalid message received during connection attempt

This error occurs when executing the ODBC Data Sources program or Informix Client-SDK
ConnectTest program and you are trying to access a database. A protocol mismatch issue
exists.

Resolution
If using an encrypted ODBC or JDBC connection, enter olsocssl in the protocol field.
If using a plain non-encrypted TCP ODBC or JDBC connection, enter olsoctcp in the protocol
field.

Using ODBC and JDBC with Avaya CMS June 2023 57

Chapter 7: Troubleshooting

Failure
You get the following error message:

IBM Informix ODBC Error Message: Database Locale mismatch.

This error occurs when executing the ODBC Data Sources program or the Informix Client-SDK
ConnectTest program and you are trying to access a database.

Resolution
In the ODBC Data Sources program:
1. Select the Environment tab.
2. Click Use Database Locale.
3. Select Apply.
4. Run ConnectTest.
The database connection is verified. The error can be ignored.
In the Informix Client-SDK ConnectTest program:
The database connection has been verified. The error can be ignored.

Network support
Avaya does not control customer network configuration or ODBC-enabled client applications.
Installation and ongoing maintenance support is limited to determining if data is being
transferred correctly in the most basic client/server relationship. This is defined as a CMS
system running ODBC on the same network hub as the client PC.
Verify that the trouble occurs on the same network subnet. Then continue with troubleshooting
procedures. If the trouble does not occur on the same network subnet, contact the Avaya help
line.

Server log files and monitoring

The IBM Informix database logs information including failed ODBC login attempts to the server
database log file. The default location of the database log file is found at:
/opt/informix/cmsids.log
CMS provides the following ODBC and JDBC encryption logging:

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 Server log files and monitoring

l High-level logging (such as start, fail, or complete) is provided in the following log file:
/cms/install/logdir/admin.log
l Detailed logging for all primary activities and errors is provided in the following log file:
/cms/install/logdir/security/cms_sec.log
To obtain the current IBM Informix IDS software version, perform the following steps while
logged into the CMS server with an appropriately privileged user ID. For more information, see
Providing secure access to the CMS database on page 31.
1. Set the environment:
. /opt/informix/bin/setenv
2. View the current IBM Informix IDS version:
onstat -
To monitor the active database sessions, perform the following steps while logged into the CMS
server with an appropriately privileged user ID. For more information, see Providing secure
access to the CMS database on page 31.
1. Set the environment:
. /opt/informix/bin/setenv
2. View active database sessions:
onstat -g ses
3. View the active sql statements:
onstat -g sql

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Chapter 7: Troubleshooting

Client trace
The Windows ODBC Data Source Administrator configuration utility, located in the Windows
Control Panel under Administrative tools, allows you to enable or disable ODBC trace logging
under the Tracing tab.

Trace logging provides you with:

l Records of your entire ODBC session, including all ODBC calls made by the
ODBC-compliant application you are using
l Native database error messages that might not have been replaced by the
ODBC-compliant application you were using.
See Configuring ODBC tracing options on page 24 for information on configuring this utility.

Using ODBC and JDBC with Avaya CMS June 2023 60

Chapter 8: Resources

Documentation

CMS and CMS Supervisor Documents

Title Description Audience

Overview
Avaya Call Management Describes tested product characteristics and Sales engineers,
System Overview and product capabilities including feature Administrators
Specification descriptions, interoperability, performance
specifications, security, and licensing
requirements.
Product Privacy Statement for Describes how personal data is stored and Administrators
Avaya Call Management processed by CMS.
System
Installation, upgrades, maintenance, and troubleshooting
Deploying Avaya Call Describes how to plan, deploy, and Avaya support
Management System configure CMS on new VMware-based personnel
installations.
Deploying Avaya CMS on an Describes how to plan, deploy, and Avaya support
Infrastructure as a Service configure CMS on new Amazon Web personnel
Environment Services and Google Cloud Platform
installations.
Port Matrix for Avaya Call Lists the ports and connections used by Avaya support
Management System CMS. personnel
Planning for Avaya Call Describes the procedures customers must Administrators
Management System Upgrades plan for before and after upgrading to a new
CMS release.
Upgrading Avaya Call Describes the procedures required to Avaya support
Management System upgrade to a new CMS release. personnel

Using ODBC and JDBC with Avaya CMS June 2023 61

Chapter 8: Resources

Title Description Audience

Avaya Call Management Describes the procedures to upgrade from Avaya support
System Base Load Upgrade one base load (for example, 19.1.0.0) to personnel,
another base load (for example, 19.1.0.1). Administrators
Not all releases support base load upgrades.
Maintaining and Describes how to configure, maintain, and Avaya support
Troubleshooting Avaya Call troubleshoot CMS. personnel,
Management System Administrators
Avaya Call Management Describes how to connect and administer Avaya support
System and Communication the Communication Manager systems used personnel,
Manager Connections, by CMS.
Administration, and Administrators
Troubleshooting
Avaya Call Management Describes how to connect to HA servers and Avaya support
System High Availability upgrade to HA. personnel,
Connectivity, Upgrade and
Administration Administrators

User guides
Using Avaya Call Management Describes how to back up your CMS data Administrators
System LAN Backup using a LAN connection to a remote server.
Using Avaya Call Management Describes how to install and maintain your Avaya support
System High Availability CMS High Availability (HA) system. personnel,
Administrators
Using ODBC and JDBC with Describes how to use Open Database Administrators
Avaya Call Management Connectivity (ODBC) and Java Database
System Connectivity (JDBC) with CMS.
Administration
Administering Avaya Call Provides instructions on administering a Avaya support
Management System contact center using CMS Supervisor. personnel,
Administrators
Avaya Call Management Describes the format of the Call History data Administrators
System Call History Interface files and how to transfer these files to
another computer.
Avaya Call Management Describes each database item and Administrators,
System Database Items and calculation that CMS tracks and how CMS Report designers
Calculations calculates the values displayed on CMS
reports and CMS Supervisor reports.

Using ODBC and JDBC with Avaya CMS June 2023 62

 Documentation

Title Description Audience

Avaya Call Management Describes how to design and create custom Administrators,
System Custom Reports reports in CMS. Operations
personnel, Report
designers
Avaya Call Management Describes how to implement security Avaya support
System Security features in CMS. personnel,
Administrators.
CMS Supervisor
Avaya CMS Supervisor Clients Describes how to install and configure CMS Avaya support
Installation and Getting Started Supervisor. personnel,
Administrators
Avaya CMS Supervisor Reports Describes how to use CMS Supervisor Administrators,
reports. Operations
personnel
Avaya CMS Supervisor Report Describes how to create new reports and to Administrators,
Designer edit existing reports through Report Operations
Designer and Report Wizard. personnel, Report
designers

Avaya Solutions Platform Documents

Title Description Audience

Avaya Solutions Describes the key features of Avaya IT Management, sales and
Platform Overview and Solutions Platform server. deployment engineers, solution
Specification architects, support personnel
Installing the Avaya Describes how to install Avaya Solutions Sales and deployment engineers,
Solutions Platform 130 Platform 130 Series servers. solution architects, support
Appliance personnel
Maintaining and Describes procedures to maintain and Sales and deployment engineers,
Troubleshooting Avaya troubleshoot Avaya Solutions Platform solution architects, support
Solutions Platform 130 130 Series servers. personnel
Appliance
Avaya Solutions Describes procedures to use the Sales and deployment engineers,
Platform 130 Series iDRAC9 tools on the Avaya Solutions solution architects, support
iDRAC9 Best Platform 130 Series servers. personnel
Practices

Using ODBC and JDBC with Avaya CMS June 2023 63

Chapter 8: Resources

Avaya Contact Center - Extended Capacity

Title Description Audience

Avaya Contact Center Describes tested product characteristics Sales engineers,
- Extended Capacity and product capabilities including Administrators
Solution Description feature descriptions, interoperability,
performance specifications, security,
and licensing requirements.
Administering Avaya Provides instructions on administering Avaya support
Contact Center - Avaya Contact Center - Extended personnel,
Extended Capacity Capacity.
Administrators
Deploying Avaya Describes how to plan, deploy, and Avaya support
Contact Center - configure Avaya Contact Center - personnel
Extended Capacity Extended Capacity.
Maintaining and Perform maintenance and Avaya support personnel,
Troubleshooting Avaya troubleshooting procedures for routine Implementation engineers,
Contact Center - maintenance and troubleshooting of
Extended Capacity Avaya Contact Center - Extended Administrators
Capacity.
Administering Provides instructions on administering Avaya support personnel,
Application Administrators
Enablement Services Application Enablement Services for
for Avaya Contact Avaya Contact Center - Extended
Center - Extended Capacity.
Capacity
Migrating to Avaya Describes migration procedures to Avaya support personnel,
Contact Center - Avaya Contact Center - Extended Administrators
Extended Capacity Capacity.

Finding documents on the Avaya Support website

Procedure
1. Go to https://support.avaya.com.
2. Log on to the Avaya website with a valid Avaya user ID and password.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the
list.

Using ODBC and JDBC with Avaya CMS June 2023 64

 Documentation

5. In Choose Release, select an appropriate release number.

The Choose Release field is not available if there is only one release for the product.
6. In the Content Type filter, click a document type, or click Select All to see a list of all
available documents.
For example, for user guides, click User Guides in the Content Type filter. The list only
displays the documents for the selected category.
7. Click the document to open it in your browser or download the document.

Accessing the port matrix document

Procedure
1. Go to https://support.avaya.com.
2. Log on to the Avaya website with a valid Avaya user ID and password.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the
list.
5. In Choose Release, select an appropriate release number.
The Choose Release field is not available if there is only one release for the product.
6. In the Content Type filter, select one or more of the following categories:
l Application & Technical Notes
l Design, Development & System Mgt
The system displays the Port Matrix document.
7. Click the document to open it in your browser or download the document.

Avaya Documentation Portal navigation

Customer documentation for some programs is now available on the Avaya Documentation
Center website at https://documentation.avaya.com/.

! Important:
Important: For documents that are not available on the Avaya Documentation Center, click
More Sites > Support on the top menu to open https://support.avaya.com.
Using the Avaya Documentation Center, you can:
l Search for content in one of the following ways:

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Chapter 8: Resources

- Type a keyword in Search, and click Filters to search for content by product or
release.
- From Products & Solutions, select a solution and product and then select the
appropriate document from the list.
l Sort documents on the search results page by last updated and relevance.
l Publish a PDF of the current section in a document, the section and its subsections, or the
entire document.
l Add content to your collection by using My Docs.
Navigate to the Manage Content > My Docs menu, and do any of the following:
- Create, rename, and delete a collection.
- Add content from various documents to a collection.
- Save a PDF of selected content in a collection and download it to your computer.
- Share content in a collection with others through email.
- Receive content that others have shared with you.
l Add yourself as a watcher by using the Watch icon.
Navigate to the Manage Content > Watchlist menu, and do the following:
- Enable Include in email notification to receive alerts in email.
- Unwatch selected content, all content in a document, or all content on the Watch list
page.
As a watcher, you are notified when content is updated or deleted from a document, or the
document is removed from the portal.
l Share a section on social media platforms, such as Facebook, LinkedIn, and Twitter.
l Send feedback on a section and rate the content.
Note:
Note: Some functionality is only available when you log in to the portal. The available
functionality depends on the role with which you are logged in.

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.

About this task

Videos are available on the Avaya Support website, listed under the video document type, and
on the Avaya-run channel on YouTube.

Using ODBC and JDBC with Avaya CMS June 2023 66

 Support

Procedure
l To find videos on the Avaya Support website, go to https://support.avaya.com and do one
of the following:
- In Search, type Avaya Mentor Videos, click Clear All, and select Video in the
Content Type.
- In Search, type the product name. On the Search Results page, click Clear All, and
select Video in the Content Type.
The Video content type is displayed only when videos are available for that product.
In the right pane, the page displays a list of available videos.
l To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
do one of the following:
- Enter a key word or key words in the Search Channel to search for a specific product
or topic.
- Scroll down Playlists, and click the name of a topic to see the list of videos available for
the topic. For example, Contact Centers.
Note:
Note: Videos are not available for all products.

Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you
to a support team if an issue requires additional expertise.

Related links
Using the Avaya InSite Knowledge Base on page 67

Using the Avaya InSite Knowledge Base

The Avaya InSite Knowledge Base is a web-based search engine that provides:
l Up-to-date troubleshooting procedures and technical tips
l Information about service packs
l Access to customer and technical documentation

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Chapter 8: Resources

l Information about training and certification programs

l Links to other pertinent information
If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you
can access the Knowledge Base without extra cost. You must have a login account and a valid
Sold-To number.
Use the Avaya InSite Knowledge Base for any potential solutions to problems.
1. Go to https://support.avaya.com.
2. Log on to the Avaya website with a valid Avaya user ID and password.
The system displays the Avaya Support page.
3. Click Support by Product > Product Specific Support.
4. In Enter Product Name, enter the product, and press Enter.
5. Select the product from the list, and select a release.
6. Click the Technical Solutions tab to see articles.
7. Select relevant articles.

Using ODBC and JDBC with Avaya CMS June 2023 68

Glossary

Abandoned call A call in which a caller hangs up before receiving an answer from an agent. The
call can be queued to a split/skill or in a vector/vector directory number (VDN)
or ringing at an agent before it is abandoned.
Access permissions Permissions assigned to a Call Management System (CMS) user so that the
user can access different subsystems in CMS or administer specific elements
(splits/skills, trunks, vectors, and so on) of the ACD. Access permissions are
specified as read or write permission. Read permission means the CMS user
can access and view data (for example, run reports or view the Dictionary
subsystem). Write permission means the CMS user can add, modify, or delete
data and execute processes.
ACD See Automatic Call Distribution (ACD).
ACD call A call that queued to a split/skill and was answered by an agent in that split/skill,
or a call that queued as a direct agent call and was answered by the agent for
whom it was queued.
ACW See After Call Work (ACW).
Adjunct/Switch An open application interface through which processors and switches can
Applications jointly provide services that require applications to initiate, receive, and control
Interface (ASAI) calls or make use of switch features. (See Open Application Interface.)
After Call Work An agent state generally representing work related to the preceding ACD call.
(ACW)
API See Application Programming Interface (API).
Application A set of related functions that a computer programmer uses to obtain some kind
Programming of service from another piece of software. Programmers of Windows based
Interface (API) applications use the Windows API to create windows, draw text on the screen,
access files, and perform all other services provided by Windows. Despite the
use of the word application in this term, applications might not be the only
software using an API; lower-level software components such as network
drivers also have APIs, but these components are not “applications” and are not
used directly by applications.
ASAI See Adjunct/Switch Applications Interface (ASAI).
Automatic Call A switch feature using software that channels high-volume incoming and
Distribution (ACD) outgoing call traffic to agent groups (splits or skills). Also an agent state where
the extension is engaged on an ACD call.
Backup The process of protecting data by writing the contents of the disk to an archive
(or tape) that can be removed from the computer environment and stored
safely.

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Calculation

Calculation The abbreviated name (calculation name) for the formula calculation that
generates the data for a field in a report.
Call Management A software product used by business customers that have Avaya
System (CMS) telecommunications switches and receive a large volume of telephone calls
that are processed through the Automatic Call Distribution (ACD) feature of the
switch. The CMS collects call-traffic data, formats management reports, and
provides an administrative interface to the ACD feature in the switch.
Call Management A tool that allows direct queries of the historical database. This tool is the
System Query interactive interface typically used to view the Informix database. For CMS
Language (CMSQL) purposes, CMSQL is used instead of Informix SQL.
Call Vectoring A switch feature that provides a highly flexible method for processing ACD
calls.
A call vector is a set of instructions that controls the routing of incoming and
outgoing calls based on current conditions. Examples of call vector conditions
include time of day and the number of calls in queue.
Call Work Code An ACD capability that allows the agent to enter a string of digits during or after
(CWC) the call and send them to CMS for management reporting.
Avaya Supervisor The Call Management System application for the Microsoft Windows operating
environment.
CMS See Call Management System (CMS).
Current interval Represents the current intrahour interval, which can be 15, 30, or 60 minutes.
The current interval is part of the real-time database. CMS starts collecting ACD
cumulative data at the beginning of the interval (on the hour, half-hour, or
quarter hour) and continues collecting ACD cumulative data until the end of the
interval. When the current interval changes, all cumulative data is cleared and
CMS begins counting cumulative data again starting from zero. The length of
the interval is set in the System Setup: Storage Intervals window and is called
the intrahour interval.
CWC See Call Work Code (CWC).
Daily data Interval data that has been converted to a 1-day summary.
CMS database A group of files that store ACD data according to a specific time frame: current
and previous intrahour real-time data and intrahour, daily, weekly, and monthly
historical data.
Database item A name for a specific type of data stored in one of the CMS databases. A
database item can store ACD identifiers (split numbers or names, login IDs,
VDNs, and so on) or statistical data on ACD performance (number of ACD
calls, wait time for calls in queue, current states of individual agents and so on).
Database The software that manages access to structured data. For example, the
Management Microsoft SQL Server is a database management system. Database
System (DBMS) management system can also be used generally to include PC database
products such as Microsoft Access, as well as any other software that can
provide data access services.

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 Previous interval

CMS database CMS uses these tables to collect, store, and retrieve ACD data. Standard CMS
tables items (database items) are names of columns in the CMS database tables.
DBMS See Database Management System (DBMS).
Dictionary A CMS subsystem that can be used to assign names to various call center
elements such as login IDs, splits/skills, trunk groups, VDNs and vectors. These
names are displayed on reports, making them easier to interpret. Dictionary
also allows customized calculations to be created for use in reports.
Driver manager A dynamic link library that loads drivers on behalf of an application.
Dynamic link library A dynamic link library is another name for a driver or a driver manager. A
dynamic link library is specific to the DBMS of the data being accessed. For
example, an Informix specific dynamic link library will be used to access data in
an Informix database, such as the CMS database.
Entity A generic term that refers to one of the following: Agent, Split/Skill, Trunk, Trunk
Group, VDN, or Vector.
Exception A type of activity in the ACD which falls outside the limits you have defined. An
exceptional condition is defined in the CMS Exceptions subsystem, and usually
indicates abnormal or unacceptable performance of the ACD (by agents, splits/
skills, VDNs, vectors, trunks, or trunk groups).
Historical database A database that contains intrahour records for up to 62 days, daily records for
up to 5 years, and weekly/monthly records for up to 10 years for each CMS
table.
Historical reports Reports that display past ACD data for various CMS tables.
Informix A relational database management system used to organize CMS historical
data.
Informix SQL A query language tool that is used to extract data from an Informix database.
Intrahour interval A 15-, 30-, or 60-minute segment of time starting on the hour. An intrahour
interval is the basic unit of CMS report time.
LAN See Local area network (LAN).
Local area network A private interactive communication network that allows computers to
(LAN) communicate over short distances, usually less than one mile, at high data
transfer rates from 1 Mbps to as high as 100 Mbps.
Monthly data Daily data that has been converted to a monthly summary.
ODBC See Open Database Connectivity (ODBC).
Open Database Open Database Connectivity is a standard application programming interface
Connectivity (API) for accessing data in both relational and non-relational databases.
(ODBC)
Previous interval Represents one intrahour interval and is part of the real-time database. At the
end of each intrahour interval, the contents of the current intrahour interval are
copied to the previous intrahour interval portion of the real-time database.

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Read permission

Read permission The CMS user with read permission can access and view data (for example,
run reports or view the Dictionary subsystem). Read permission is granted from
the User Permissions subsystem.
Real-time database Consists of the current and previous intrahour data on each CMS-measured
agent, split/skill, trunk, trunk group, vector, and VDN.
Single-user mode Only one person can log into CMS. Data continues to be collected if data
collection is “on.” This mode is required to change some CMS administration.
SQL See Structured query language (SQL).
Structured query A language used to interrogate and process data in a relational database (such
language (SQL) as Informix).
Switch A private switching system providing voice-only or voice and data
communications services (including access to public and private networks) for
a group of terminals within a customer's premises.
Trunk A telephone line that carries calls between two switches, between a Central
Office (CO) and a switch, or between a CO and a phone.
Trunk group A group of trunks that are assigned the same dialing digits - either a phone
number or a Direct Inward Dialed (DID) prefix.
VDN See Vector directory number (VDN).
Vector A list of steps that process calls in a user-defined manner. The steps in a vector
can send calls to splits/skills, play announcements and music, disconnect calls,
give calls a busy signal, or route calls to other destinations. Calls enter vector
processing via VDNs, which can have received calls from assigned trunk
groups, from other vectors, or from extensions connected to the switch.
Vector directory An extension number that enables calls to connect to a vector for processing. A
number (VDN) VDN is not assigned an equipment location. It is assigned to a vector. A VDN
can connect calls to a vector when the calls arrive over an assigned
automatic-in trunk group, dial-repeating (DID) trunk group, or ISDN trunk group.
The VDN by itself can be dialed to access the vector from any extension
connected to the switch.
Weekly data Daily data that has been converted to a weekly summary.
Write permission The CMS user can add, modify, or delete data and execute processes. Write
permission is granted from the User Permissions subsystem.

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 Index

Index

C P
circular structure . . . . . . . . . . . . . . . . . . 17 performance impacts . . . . . . . . . . . . . . . . 14
client trace . . . . . . . . . . . . . . . . . . . . 60
CMS
feature interactions . . . . . . . . . . . . . . . 16 R
configuring relational database model . . . . . . . . . . . . . . 11
server data source . . . . . . . . . . . . . . . 21 removing
tracing . . . . . . . . . . . . . . . . . . . . . 24 data source . . . . . . . . . . . . . . . . . . . 23

D S
data source security, port allocation . . . . . . . . . . . . . . . 15
removing . . . . . . . . . . . . . . . . . . . . 23 server log file . . . . . . . . . . . . . . . . . . . . 58
database logic structure . . . . . . . . . . . . . . 16 structured query language . . . . . . . . . . . . . 11
supported languages . . . . . . . . . . . . . . . . 14
supported logins . . . . . . . . . . . . . . . . . . 14
F
feature interactions. . . . . . . . . . . . . . . . . 16
T
table permissions . . . . . . . . . . . . . . . . . . 15
G tables
Glossary . . . . . . . . . . . . . . . . . . . . . 69 agent . . . . . . . . . . . . . . . . . . . . . . 17
VDN . . . . . . . . . . . . . . . . . . . . . . 17
tracing
H configuring . . . . . . . . . . . . . . . . . . . 24
https troubleshooting . . . . . . . . . . . . . . . . . . . 55
//support.avaya.com/Copyright . . . . . . . . . . 3
V
N viewing drivers . . . . . . . . . . . . . . . . . . . 24
network support . . . . . . . . . . . . . . . . . . 58

O
ODBC
background and functionality . . . . . . . . . . . 9
data uses . . . . . . . . . . . . . . . . . . . 12
driver, about . . . . . . . . . . . . . . . . . . 13
feature interactions . . . . . . . . . . . . . . . 16
features . . . . . . . . . . . . . . . . . . . . 13
languages . . . . . . . . . . . . . . . . . . . 14
logins . . . . . . . . . . . . . . . . . . . . . 14
performance impact . . . . . . . . . . . . . . . 14
requesting data . . . . . . . . . . . . . . . . . 12
server data source . . . . . . . . . . . . . . . 21

Using ODBC and JDBC with Avaya CMS June 2023 73

Index

Using ODBC and JDBC with Avaya CMS June 2023 74