Welcome to the group, Jo,
even though your question is a bit vague, I will try my best to help.
First of all, we will need to break your question into several subcategories:
1. Get info from DB and attach to the call
2. Pop up
Creating strategy is the easy part:
1. define DAP in CME with definitions of your database (that is your DB login ingo, DB name, where it is, what type it is, and so on you can define all of that in Data Access Point in CME). I will call this DAP MyDAP.
2. under URS definition in CME, add MyDAP in Connections TAB
This is where it is going to get hard. For some inate reason, Genesys requries that if you use SELECT statement that you define all your fields and tables in the darn CME. My answer to it, use stored procedure, since it will take the load away from URS, plus allow additional flexibility. If you want to use SELECT, then you will need to do this:
(I assume you have table CUSTOMER_INFO with fields strANI, strLastName in it)
under Fields in CME, create new Field: Name: strLastname, Data Type: varchar; Length: 255, Field_Type: UserDefined
under Fields in CME create another field called strANI with everything else the same.
go to Format, create new, name is UserInfo
go into it, and create a shortcut to strLastname and strANI fields
go to Tables and create new table called CustomerInfoTable (table type: userdefined, DB Access point : MyDAP, Table Format: UserInfo; table name : whatever the name of the table that has your customer info.
What you did, you told Genesys that you habe field Customer_Lastname in table (whatever) that can be accessed via DAP. I know it is confusing, but, heck, it works.
3. open IRD and create a new strategy
4. in a toolbar find DatabaseWizard and click on it.
5. choose MyDAP and choose Select (NOT PROCEDURE)
6. from drop down box select the name of the table
7. select the fields and you will see SELECT statement which will be created for you below.
8. in the next screen add WHERE strANI = ANI[] and then go next, next and choose the last one and assign how you want your data shown.
that should do it for attach part.
