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You can specify multiple rules; the call is routed to the applet of the first matching rule. To add rules, click Add or Copy. Clicking Copy adds a new rule with the same settings as the rule you are copying. We recommend that you specify a maximum of 50 rules. If you need more rules, you can chain multiple Data Router applets together—together — when you specify the 50th rule, select another Data Router applet in the If rule does not match, route to field.
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The list of Operators depends on the type of the selected Data source. For example, numerical types will allow the Is greater than and Is less than operators, whereas string types will not. |
Data Router Settings
| Field | Options | Description |
|---|---|---|
| Data source | List of available data sources | The Data source list typically contains the properties returned from all the Data Connectors in the current call plan and any available IVR Slots. For example, if the call plan has a Data Connector configured to fetch a Salesforce record, the list contains entries for all the Salesforce object fields. You must configure the call plan such that the Data Connector applet appears earlier in the call plan than the Data Router applet—this ensures that the selected Data source is populated with data before the Data Router is executed. |
| Operator | Equals | Call is routed to the selected applet if the value of the selected Data source matches the Comparison value. For string data sources, the comparison is case insensitive. |
| Not equals | Call is routed to the selected applet if the value of the selected Data source does not match the Comparison value. For string data sources, the comparison is case insensitive. | |
| Contains | Call is routed to the selected applet if the value of the selected Data source contains the Comparison value. The comparison is case insensitive. Contains is only available for string data sources. | |
| Does not contain | Call is routed to the selected applet if the value of the selected Data source does not contain the Comparison value. The comparison is case insensitive. Does not contain is only available for string data sources. | |
Is null | Call is routed to the selected applet if the value of the selected Data source is null. Is null is only available for string data sources. | |
| Is not null | Call is routed to the selected applet if the value of the selected Data source is not null. Is not null is only available for string data sources. | |
Starts with | Call is routed to the selected applet if the value of the selected Data source starts with the Comparison value. The comparison is case insensitive. Starts with is only available for string data sources. | |
Is greater than | Call is routed to the selected applet if the value of the selected Data source is greater than the Comparison value. Is greater than is only available for numeric data sources. | |
| Is greater than or equal to | Call is routed to the selected applet if the value of the selected Data source is greater than or equal to the Comparison value. Is greater than or equal to is only available for numeric data sources. | |
Is less than | Call is routed to the selected applet if the value of the selected Data source is less than the Comparison value. Is less than is only available for numeric data sources. | |
| Is less than or equal to | Call is routed to the selected applet if the value of the selected Data source is less than or equal to the Comparison value. Is less than or equal to is only available for numeric data sources. | |
Is or is before | Call is routed to the selected applet if the time portion of the value of the selected Data source is equal to or before the time portion in the Comparison value. Is or is before is only available for time data sources. | |
Is or is after | Call is routed to the selected applet if the time portion of the value of the selected Data source is equal to or after the time portion in the Comparison value. Is or is after is only available for time data sources. | |
| Comparison type | Fixed value | Fixed value indicates that you must specify a literal value for the Comparison value. |
| IVR storage name | IVR storage name indicates that Comparison value is the value of the data held in an IVR Slot. | |
| Comparison value | Text or list of available IVR slots | If the Comparison type is configured to Fixed value, you must specify a literal value for the rule. If the Comparison type is configured to IVR storage name, you must selectthe name of the IVR Slot containing the value. |
| Route to applet | List of available applets | The applet that the call is routed to if the rule matches. |
| If rule does not match, route to | List of available applets | The applet that the call is routed to if no rules match. |
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