Avaya Contact Center – Extended Capacity uses external data stores to handle data store and retrieval requests from the associated journey profile. When a call or agent event defined in a journey profile occurs, the contact center sends the event records to the configured data store. When the contact center connects the caller to an agent, Avaya Contact Center – Extended Capacity requests the associated data from the data store and displays the customer information to the agent.

On the Data Store page, you can specify the external data store connection parameters, such as the IP address and HTTP request method to store data in the data store server. You can also associate the configured data store with a customer journey profile to store specific customer interactions. You can associate the configured data store with a specific VDN to store customer events for calls that come to the VDN. You can assign the data store to a VDN on the Vector Directory Numbers (VDNs) page.

You can configure the authorization method that the contact center uses to access the external data store. The contact center can use basic or OAuth 2.0 authentication to access the data store. You can also configure the contact center not to use authentication between the contact center and the data store.