Using data sources in interaction plans

Many applets in Interaction Architect use values retrieved by other applets to locate audio files, other values, or records in third-party systems. These values are stored in data sources and enable you to dynamically configure applets.

You can use any applet that stores data in a data source to create the data sources. The following applets create data sources:

• Data Connector applet. For information about the Data Connector applet, see Data Connector applet.
• IVR Collect Digit applet. For information about the IVR Collect Digit applet, see IVR Collect Digit applet.
• IVR Collect Digit String applet. For information about the IVR Collect Digit String applet, see IVR Collect Digit String applet.
• IVR Set Menu Digit applet. For information about the IVR Set Menu Digit applet, see IVR Set Menu Digit applet.
• IVR Set Menu String applet. For information about the Set Menu String applet, see IVR Set Menu String applet.
• Set Data Source applet. For information about the Set Data Source applet, see Set Data Source applet.

You can also use an existing data source; by default, all calls have the following data sources available:

• Call Guid
• CLID

• Dialled Number

  The Dialled Number ($(DialledNumber)) data source contains the ID of the interaction plan rather than its phone number. The ID and the phone number will often be the same, but this is not guaranteed. Therefore you should not use $(DialledNumber) to indicate the number dialed by the caller.

• Language

• First Agent ID

  First Agent ID is only populated after Vonage Contact Center has routed the call through an ACD applet to an agent.

• DisplayName. By default, DisplayName contains the CLID of the inbound caller. For information about using a custom value in the DisplayName data source, see Setting a display name for an inbound interaction.
• InteractionOutcome. By default, InteractionOutcome contains the outcome of the interaction. For information about interaction outcomes, see Interaction outcomes.
• Interaction Start Time. The time, in UTC, that the interaction starts. For callbacks, InteractionStartTime will be the start of the original interaction.

If you use a post-call named route for post-interaction processing, all data sources configured at the time the interaction finishes (including InteractionOutcome) are available to the target named route.

You can configure the following applets to use data source values:

• Data Announcer applet. For information about the Data Announcer applet, see Data Announcer applet.
• Data Connector applet. For information about the Data Connector applet, see Data Connector applet.
• Send SMS applet. For information about the Send SMS applet, see Send SMS applet.
• Skill Tagger applet. For information about the Skill Tagger applet, see Skill Tagger applet.
• Take Message applet. For information about the Take Message applet, see Take Message applet.
• Universal Contact Distributor (UCD) applet. For information about the Universal Contact Distributor (UCD) applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.