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The Data Router applet makes dynamic routing decisions. The applet compares a value held in a data source |
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with a value that you specify in the applet, using the operator that you also specify in the applet. If the comparison is true, then the applet routes the call accordingly. If the comparison is not true, the applet routes the call elsewhere. You can use the Data Router applet to route calls based on information returned from Data |
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Connectors earlier in the call plan, for example, route the call based on the value of a Salesforce field.
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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 — 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 selected data type |
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. For example, numerical types will allow the Is |
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greater than and Is |
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less than operators, whereas string types will not. |
Data Router Settings
| Field | Options | Description |
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| Data |
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| source | List of available |
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| data sources | The Data |
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source list typically |
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contains the properties returned from all the Data |
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Connectors in the current call plan and any available IVR Slots. For example, if the call plan has a Data |
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Connector configured to fetch a Salesforce record, the |
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list contains entries for all the Salesforce object fields. |
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You must configure the call plan |
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such that the Data |
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Connector applet |
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appears earlier in the call plan than the Data Router |
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applet—this ensures that the selected Data |
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source is populated with data before the Data Router is executed. | ||
| Data type | List of available data types | The Data type list contains the supported data types for rules. When the rule is executed, the selected data source value will be processed as the selected data type for comparisons. If the runtime data source value is invalid for the selected data type, then the rule will be ignored at runtime. |
| Operator | Equals | Call is routed to the selected applet if the value |
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of the selected Data |
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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 |
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of the selected Data |
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source is null. Is |
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null is only available for string data sources |
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| 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 |
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of the selected Data |
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source starts with the Comparison |
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value. The comparison is case insensitive. Starts |
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with is only available for string data sources. |
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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 |
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of the selected Data |
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source is greater than or equal to the Comparison |
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value. Is |
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greater than or equal to is only available for numeric data sources. |
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Is |
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less than | Call is routed to the selected applet if the value |
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of the selected Data |
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source is less than the Comparison |
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value. Is |
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less than is only available for numeric data sources. |
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| 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 |
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of the selected Data |
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source is equal to or before the time portion in the Comparison |
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value. Is or |
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is before is only available for time data sources. |
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Is or |
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is after | Call is routed to the selected applet if the time portion of the value |
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of the selected Data |
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source is equal to or after the time portion in the Comparison |
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value. Is or |
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is after is only available for time data sources. |
| Comparison |
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| type | Fixed |
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| value | Fixed |
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| value indicates that you must specify a literal value for the Comparison |
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| value |
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| . |
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| IVR |
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| storage name | IVR |
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| storage name indicates that |
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| Comparison |
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| value is the value of the data held in an IVR Slot. |
| Comparison |
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| value | Text or list of available IVR slots | If the Comparison |
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type is configured to Fixed |
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value, you must specify a literal value for the rule |
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. If the Comparison |
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type is configured to IVR |
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storage name, you must selectthe name of the IVR Slot containing the value |
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. |
| Route |
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| 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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